Required field when resolving, not when creating issue

Question

In our IT support, we want to have a required field to fill out when we are resolving the issue. We have done this now, but it also becomes required when creating the issue (required in request type).

We don't want customer to fill out the required field.

Is this possible?

We are team-managed in Jira.

Thanks in advance.

Fuji

Trudy Claspill · Answer

Hello @Fuji

To block a transition or require a field during a transition in a Company Managed project the Workflow in that project that applies to the relevant issue types has to be modified. That type of modification can be done only by a Jira Administrator. The reference documentation can be found here:

https://support.atlassian.com/jira-cloud-administration/docs/create-and-manage-issue-workflows-and-issue-workflow-schemes/

Specifically you would need to add a Validator to the transitions to the statuses you use for "resolved".

https://support.atlassian.com/jira-cloud-administration/docs/configure-advanced-issue-workflows/#Validators

You could also add a screen to the transitions to show that field so that it can be filled in when the issue is transitioned.

https://support.atlassian.com/jira-cloud-administration/docs/work-in-text-mode/#Using-a-screen-with-a-transition

Regarding your use of automation, I did not recommend trying to use Automation. I mentioned using a Rule but that was in the context of modifying a Team Managed project workflow. In TM projects the team "Rule" is used instead of "Conditions" or "Validators" for the limitations you can add to a Workflow Transition.

Floating Electron · Answer

Hi @Fuji

If I understand correctly, initially you made the field required in the 'Field configuration.' You can't do that because it will cause the field to be required during the creation of the issue, including on the portal.

So in order to make it required during the transition follow the steps:

* Edit the workflow that contains the transition.
* In diagram mode, select the transition arrow and click Validators in the properties panel. Or in text mode, select the transition's name from the Transitions (id) column.
* Select the Validators tab and click on Add validator button
* Choose from the available validators and set any necessary parameters for the validator.
* Remember to Publish Draft

I hope it will help.

Cheers

Fuji_fejwkd · Answer

I wrongly told wrong information. We actually company-managed with our Jira Service Desk - IT support.

Yes, I agree that I can't make the field required, due making it required everywhere.

At the moment our solution is to not put the field in request types - request form tab, but to put it in our request type - issue view tab. (Below the request type tabs shown)

This way, we still cannot make it required, but at least it is not visible when creating issue (for customer), and our support team can still fill it out when resolving an ticket.
I'am still trying to find another additional solution.

I don't know how to block an transition, as you write I can do...

I tried to make an automation as you said, but I got errors on it.
Here is how I made it:
When transitioning from one of the statuses, showed in the first bracket --> and the field (changelog) is empty ---> it should be transitioned back to waiting for support and add a internal comment to inform IT Support that they have to add certain info in field, when resolving issue.

Audit log: