Jira Service Management - This request type includes a form that can’t be seen in this view

[Han LE]

Hello community, 

I created a request type, attached a form to this request. 

When create an issue with this request type, I have a message saying that "This request type includes a form that can’t be seen in this view. Create an issue using all fields on this request type and its form in the portal."

When click on the portal, it works well.

Thinking that is a display problem in the form attached, I replace the real form with a blanco form -> same message. 

Thank you in advance.

[Kris Dewachter · Accepted solution]

Hi @Han LE ,

Welcome to the Community.

There is no error in the form. This is default behaviour.

Forms in Request Types are not displayed like in the portal. In the backoffice, you will only see the fields that are defined in the request type, outside the form. That's why you see this warning message.

Therefore it's always advised to create JSM tickets via the portal.

You can still create the ticket in the backoffice, but you can only enter the form AFTER creating the ticket.  In the ticket detail view, click on the "Add Form" button to add it.

Best regards,

Kris

[Han LE]

Hello Kris, 

Thank you for the information. I didn't know it's a normal behavior.

I just want to attach directly the form in the ticket so users don't have to. 

We will then use only the portal for this request type. 

Regards, 

Han