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Request Form and Issue view fields keep reverting


I've created some new custom fields and/or added fields to my IT Service desk.  I drag them from the Fields area on the right side into the form area in the center.  I click the Save Changes button at the bottom.

But then later I come back and the fields are no longer in the form, they are back in the Fields area.

What am I doing wrong?

It might be that when I make one change it is OK, but then when I make another change, like to the Issue view, then the Form view reverts back, but not 100% sure.

EDIT:  I think I've determined that it's not a matter of time.  It's that when I add fields to the Form, and Save Changes, and then go and add the same fields to the Issue View, and hit Save Changes, that the fields "jump back out" of the Form.

3 answers

1 accepted

1 vote
Jack Brickey Community Leader Jan 23, 2023

@Glenn Simpson , this may be a stupid question but… is it possible that someone else is changing this back? I wonder if this is a shared form and someone is scratching their head on the other side. If this is not the case then I would ask have you verify that a deed your changes are in place initially send that they do in fact revert? It just seems highly unlikely this would occur. With that said if indeed you are seeing this I would definitely refer you to Atlassian support set a time might investigate.

I hear you, but I checked with the only other person and he's not undoing them.

One thing I just did for the first time is rather than just clicking the Save Changes button, I am also going over to the Form and the Issue View for a sample ticket and seeing the fields there.  

If they still disappear, I'll look into Atlassian support.  

At least now I know it's not like "oh, you have to also click this other button to publish" or something.

Like Jack Brickey likes this
0 votes

@Glenn Simpson -

Are you referring to the issue view UI via project UI or the request type form in the portal UI?

Can you give some clarifications?

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

I'm going:

(in Project)

Project Settings

Request Types

(select particular request type)

Opens on Request form for that request type, and I'm clicking Issue view in the menu along the top to go to the Issue View to make changes.

@Glenn Simpson -

Hi Glenn:

A few other configurations that you should look into since we are looking at the issue view via the project UI -

1) Via Project settings>> Screens - Make sure the field in question is exposed to the screens for the correct issue type which your request type form is associated to.

2) Via system admin (clog wheel) - Issues >> Custom fields - Make sure the field's context is properly setup for your project and issue types.

If both of them look correct, then asking for Atlassian Support is the right next steps.

Hope this helps.

Best, Joseph

Checked both, look OK to me, will check with support, thanks.

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