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How to set a custom field values based on request type?


I am using Jira Service Desk. I have a requirement that i have a three request types and i have a one custom field which is a drop down field.

Whenever a customer need to raise a request from customer portal I need to set the custom field options based on the selected request type in customer portal.

Note: Here i am not using any Customer Request Type Custom Field.

For example:

Request Types are : A, B and C
Custom field(Type is Drop Down Custom Field) has options like a,b,c,d,e,f g,h

If i select A request type the custom field will set to a,b,c

If i select B request type the custom field will set to d,e,f

If i select C request type the custom field will set to g,h.

Is there any script  to perform this operation.

Could anyone please help me with the appropriate solution.

Thanks in Advance

2 answers

Hi there,

I have the same challenge. The solution with configuring new contexts to the custom field does not work here as you can only define a context depending on the issue type (and project).

What we look for is a solution that sets a new context depending on the customer request type  (which is NOT the issue type) in the help desk.

Does anyone has expecrience with that?

Thanks & regards!

I am facing the same issue and trying to find a solution. :(

Same here. Don't want to create additional fields. 

Very bad if you move issues from a -> b -> the fields are empty although the fields name maybe the same. Confusing stuff.



Someone solved it? thanks

No, probably have to use an initialiser with scriptrunner if you have it. Or if you're using Insight fields, have a hidden field and make the field on the portal a reference field

Hi @DevaKiran ,

Try configuring a new custom field context for the issue types (request types) and define the various options for each custom field context.



Ravi Varma

Hi Ravi,

in the latest Version of Jira SD it is only possible to configure ONE context per project for each field. I was shocked to see this limitation because I was expecting that we can define as many different contexts for each field combined with different issue types. The configuration screen suggests this functionality, but as soon we start to configure a second context, the project that has been used iin a first confuguration is not available to select. 

This leads to a solution of the same semantic field beeing created as a custom fiel multiple times. Bad.

Any chance this could be implemented in future? Are there feature requests pending we could support?


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