Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal

Recognition

  • Give kudos
  • Received
  • Given

Leaderboard

  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Setting up a new instance of service desk - how do I make certain fields required

I am starting a new service desk in my organization.  We deliver cloud based ERP software to our customers.  When we have issues in the product, I want to record them as issues within service desk to support normal workflows like triage, escalation, code fix, delivery, and resolution.  One of the most important things I need to do is ensure that a customer ID is recorded on each issue.  That way I can report on issues by type, severity, and customer ID.  When looking at the base ticket entry forms I see that Organization is included, but I can't edit it or make it required.  Also - how do I allow customers to record their own issues through the portal but stamp their ID on the tickets they create so I can again report on them effectively.

 

Thanks in advance,

 

Keith

1 answer

Hi Keith

The following is for setting fields to required.

I use a different language so I'm not 100% sure on the exact button names but I'm sure you'll find it:

Go to Project settings/Request types/

Select the Type you want to edit.

Select "Inquiry form"

Following a screenshot from our instance (in German but it should be the same):

screenshot.PNG

Where the lower red circle is, you can change if the field is required for that request type.

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
TAGS
Community showcase
Published in Jira Service Management

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

163 views 0 4
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you