Forums

Articles
Create
cancel
Showing results for 
Search instead for 
Did you mean: 

Required custom field is generating error to raise new tickets

Wilson Lima
Contributor
January 10, 2025

Hi guys,

 

I added some customs fields on the JIRA Service Desk Resolve Issue Screen, where the idea was to make the agents fulfill some important information when setting the resolution. 

 

But now, when our customers try to raise a new ticket, they receive an error "Please provide a value for required field _namecustomfield_". The fields that I added as required are mistakenly been showed in the screen to open new tickets.

 

Do you please know why?

 

Wilson

1 answer

1 accepted

5 votes
Answer accepted
Robert DaSilva
Community Champion
January 10, 2025

Hi @Wilson Lima , welcome to the Community!

A "Required" field in Jira unfortunately means it must be populated at issue creation.

 

From what you've described, you want this field only mandatory at issue CLOSURE.

If this is true, you will need to instead mark the field as NOT required, and modify the Workflow Validators for that issue transition to make sure the field is populated. You'll need to add a "Field Required Validator" to the transition you need this field populated.

Screenshot 2025-01-10 at 2.06.08 PM.png

That should fix the issue!

Cheers,

Robert

Wilson Lima
Contributor
January 10, 2025

Got it!
Thanks for you help @Robert DaSilva !

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
PERMISSIONS LEVEL
Product Admin
TAGS
atlassian, jira service management, devops, ship quality code, atlassian webinar, continuous delivery, integrated workflows, change management, developer productivity, agile teams, atlassian community events, ace, atlassian learning

Ship quality code faster with Jira Service Management ✨

In the wake of growing customer expectations, development teams are facing more pressure to deliver innovations faster. Register for this 45-minute webinar to learn how devs can accelerate software delivery and time-to-market with Jira Service Management.

Register now 🚀
AUG Leaders

Atlassian Community Events