Unable to configure my Sub-Task Screen

[Santhosh Raj]

Hi Team,

I have a JSM project and created a Screen for every issue types and assigned the request types.

Also Created screens for every tasks and Sub-task[Create, Edit and View] but I'm unable to edit the Sub-Task Option which is no option and its showing to have a Sub-task Screen.

It is asking for Request type and I'm not able to configure it.

I have also assigned a Sub-Task Screen for the one, but it showing some extra fields like Request type, Knowledge base like that which we dont want.

Give me an idea for this ?

[John Funk · Accepted solution]

Hi Santhosh,

 I I am pretty sure you cannot use subtask issue type with request types, because you can’t create a sub task directly with a request type because there is no parent.

[Santhosh Raj]

But I have a parent issue type connected with request type for portal forms.
So is it the same.

For Example:
Issue Type: SQL
Request type : SQL
So connected both Issue type & request type.

I'm not able to process this.

Could you please help in processing this in any other ways ?
@John Funk 

[Santhosh Raj]

Also for even the issue type: Task is asking for a request type in Screens

[Santhosh Raj]

But I have a Parent with Sub-Task and I'm still not able to find the configure.

I tried with a normal issue type 
Task an created a Sub-Task for that, but that is also not editable or configurable, It is asking for request type.
@John Funk 

[John Funk]

What issue type is your Request Type associated with? 

[Santhosh Raj]

Like 

Employee On-boarding - Issue Type and also with Request type.
And child issues are being restricted because of request type
@John Funk 

[Santhosh Raj]

We have a project for HR

Issue type would be Recruitment and also updated for request type too.
Now when the request ticket is created and inside a Sub-task is created and that shows to assign request type, which cannot be assigned as per Jira.

But how can we make this achievable in other ways .
Let me know if we have a better idea ? @John Funk 

[John Funk]

Why are you needing to assign a Request Type to the Sub-task after it is created? 

[Santhosh Raj]

We are using a JSM for recruitment platform.

So we have a Issue type  called Recruitment and making it assign for the request type too.

So a request form is created and form can be filed.
But they were asking for multiple hirings

For Example:
If they create are having like 10 to 20 positions to be filled, will they fill for 20 requests.
So we thought of just giving  some basic details about the 20 candidate information in a Sub-task that will be good if it cannot be a task.

So what we thought, but I can understand now that if any issue type is attached to requested request, Sub-task wont be possible for that.

Also if you have any ideas for achieving it will be more useful. @John Funk 

@Rebekka Heilmann _viadee_ 

[John Funk]

I would say just fill the 20 requests. That way you can get reports and metrics better. 

[Rebekka Heilmann _viadee_ · Accepted solution]

First you should understand the difference between Request Types and Issue Types. Requests are what is shown to customers in the portal. Also, the Agent view (Issue view) is configured per Request type.

Every Request type is connected to an Issue Type. An Issue Type has Screens and Workflows. So the Issue View will usually be determined by Screen Configurations and are connected to the Issue Type. In Jira Servicemanagement, you can overwrite these Screen Configs for each Request Type.

Requests are configured per JSM Project in the Project Administration. Screens are configured centrally in Jira Administration. 

The button you want to click directs you to the Request configuration and only works, if you are currently viewing a Request. In your case, you created an issue in a JSM project without choosing a Request type. That's why you are getting an error message.
A JSM Issue without Request is not shown in the customer portal.

---

@John Funk is correct with the Sub-Task Issue Type. Requests cannot be configured for Sub-Tasks. You can have Sub-Tasks under a Request but they will not be shown in the portal and you always need a parent that is connected to the Request type.

---

Another word of advice: It is bad practice to have a 1:1 relationship between Request and Issue Types. You would usually have n Request types connected to 1 Issue Type so they each share the same fields and workflows.

---

Please please please do yourself a favour and find an Atlassian Partner local to you, so they can help you set up Jira Service Management to get the most out of it!

[Santhosh Raj]

Thanks @Rebekka Heilmann _viadee_ 
I can get some ideas. So is there any option or idea as per the above story mentioned

[Rebekka Heilmann _viadee_]

I am not quite sure what you are trying to achieve. You can edit the Screens for Sub-Tasks in the central Jira Administration if that's what you're asking.

If it's 20 positions or candidates or whatever you want to manage, create 20 requests. You could simply clone them if they are identical but need to be managed seperately.

[Santhosh Raj]

I got understood as per above answer.

[A request type screen can be configured, but creating a sub-task [Inside request type] screen cannot be configured] - is that right ? @Rebekka Heilmann _viadee_ 

[Rebekka Heilmann _viadee_]

@Santhosh Raj wrong.

A Request Type has an issue view that overwrites the underlying issue type's Screen. -> JSM Project Config

You can create Sub-Tasks for the Issue Type (just like in a normal Jira project) and you can configure Screens to be specific/different for Sub-Tasks. -> central Jira Administration.
Sub-Tasks are invisible to customers and cannot be connected to Request Types.

[Santhosh Raj]

I don't know whether I'm explaining it right ?

Let me explain more detailed.
We have a project in JSM and created an Issue type, Workflow, Screen for that.
Next we need to create a form for that.
So we created an request type name with the Issue type Name.

For Example: Employee Onboarding for both Issue type and Request type.

Also in request form, we didn't use the forms template, but we used the Jira fields into the request type. So once the request type is updated and submitted.

Now form is created and the request type is appeared in portal and when we are testing it.
We are able to configure the request type. But when we tried to create the Sub-task, it is also asking for Request type to choose, but there is no request type appearing in the sub-task.

And I'm not able to configure my screen, So as we spoke that request type with Sub-task cannot be created due to the request being appears in portal to the customer view right ?

Or is there anything I missed  or is this can be fixed ?

@Rebekka Heilmann _viadee_ @John Funk 

[Rebekka Heilmann _viadee_]

I don't understand where the problem is. I create Sub-Tasks from within an existing "normal" Task (or Request). No issues there. I am not asked for a Request Type.

You cannot "Configure" the screen from the Sub-Task View directly - if you refer to the small gear icon on the bottom. That is for Request Types only. You will have to go into Jira Administration and change the Screen for the Sub-Task there.

[John Funk]

You cannot use Request Types with the Sub-task Issue Type - period. You need to give up trying to make Sub-tasks work on your portal. 

[Santhosh Raj]

Thanks for the information. @John Funk 

Also if there are any future updates, do we get anything like that would be very good.

[John Funk]

The request is here for you to vote for an follow:

https://jira.atlassian.com/browse/JSDCLOUD-1422