Remove "Request Form" from JSM issue view

Nenad Micic March 4, 2024

Hi all,

I am writing here since Atlassian is making changes, on good things, things that work, for no reason and it is reflecting badly.


Cloud already have limited customization capability.

Feel like they keep failing on small things that are important.

In example is adding "Request Form" to request type which mean that all fields that are part of request type will remain on issue view regardless if you move them from view or edit screen.

(request form and forms are not the same, request form is new name for portal/customer view for creating ticket)

This is plain not thinking and forcing us to reconfigure everything, and that is just one of the problem.

Is there a way to reason with them some how?

1 answer

0 votes
John Funk
Community Leader
Community Leader
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March 5, 2024

Hi Nenad,

I am not completely following your problem. Request Forms are not new - they have been around from the beginning. If you do not want the field on the Request Form, simply remove it. 

Can you give is more specific details of the problem you are encountering? 

Nenad Micic March 6, 2024

Hey John,

Thank you for joining in.

Agree Request Form are not new but it was not central part of tickets if i may say so.

Once after the ticket on Portal was created you were able to decide what you want to keep in central view of the ticket (description fields).

Now you have them moved to Request Form.

So first problem there is i don't want Urgency and Impact on central point of the tickets. but i need them to be collected from customer, so they will be there.

Second, i cant remove them from view screen. If i want to hide them after ticket is created since they are used for setting priority, they will be left in Request Form regardless if i remove them from view screen.

Third, if i collapse it (hide details) i will not be able to see rest of the fields i do need.

This was not and issue couple weeks ago since i was able to configure automation where i have paragraph text field with default value for incident questionnaire and i use automation to move that text to description after ticket is created and remove paragraph text field from view/edit screen. Now i cant do that.

Looking forward to your answer, or workaround suggestion that i was not aware

Best Regards,
Nenad

John Funk
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 6, 2024

Okay, there is a lot going on there, and I am still not completely following. They appear to be multiple separate issues. So let's take them one at a time. What's one thing are trying to do and not able. Please be a exact as you can with each step - even showing screenshots if you can. 

Nenad Micic March 6, 2024

To me they are caused by same thing.

Provide option to remove Request Form from JSM cloud.

Screenshot 2024-03-06 122836.png

Screenshot 2024-03-06 123132.png

 

You cant fix it if you are aiming on that. Its now on top Description field and showing everything from create screen without allowing you to pull fields on the side to context or hide when empty or even remove them from View screen.

That's why started this topic, i want to check if i am only one who see problem in this and how to raise awareness of this so that Atlassian could fix it or what ever.

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