How to remove " Request Type" drop down from create an issue screen?

[Elif Alverson]

Hello, 

I created a custom issue type and would like to remove the request type drop down from the create an issue screen. I checked the screen scheme however it is not there. Is there a way to remove request type from the create an issue screen?  Thanks.

[Mikael Sandberg · Accepted solution]

The request type field cannot be removed from the create screen, that will always be there when you create a request in a JSM project.

[Joseph Chung Yin · Accepted solution]

@Elif Alverson -

I agreed with @Mikael Sandberg stated.  The question for you is that why you want to create issue associated with the custom issue type directly?  You should create a Request Type and then associate it to your custom issue type (the normal standard process).

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc

[Elif Alverson]

Hello,  this is an internal issue type only for IT team to use for the change controls. It is not a service request and the customers will not able to see or request it. Therefore we would like to have this only available for IT team members.

If I create a request type, it will show on the portal which is not what we want. Is there any way to hide or gray out the request type section to have a cleaner create a issue screen?

Thank you.

[Mikael Sandberg]

If you do not assign the request type to a portal group it will only be visible when using the Create button and not via the portal. 

[Joseph Chung Yin]

@Elif Alverson -

Just as @Mikael Sandberg stated, if the request type is not assigned to a group, then it will be hidden in the portal UI.

Unfortunately, you cannot remove or hide the "Request Type" field in JSM.  It is because this field is a system field and a critical element of how JSM application works/functions.

However, Atlassian recently provided a beta feature that you can enabled for your JSM project called "default request types".  This feature allows you to map an issue type with a default request type.  

This may work for you for your custom issue type to simplify your operation.  Please review the following link for more about on this new feature - https://support.atlassian.com/jira-service-management-cloud/docs/choose-default-request-types-for-your-issue-types/

Best, Joseph

[Elif Alverson]

Thank you so much! I will try this solution and let you know if team is happy with that. You have been very helpful. 

[Joseph Chung Yin]

@Elif Alverson -

You are welcome.  Hope it works out.  

If our suggestions helped you, please click on Accept answer when you have a chance, so others with the similar questions will see this post as an answer.

Best, Joseph