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Why does "Security Level" keep disappearing from "Request Type" Hidden fields in Jira Service Desk?

Why does "Security Level" keep disappearing from "Request Type" Hidden fields in Jira Service Desk?

I have to add the field back under "Hidden Fields" every single day for Issue Security to work. This is bad because then people who are on the project and not authorized to see the ticket, will see it.

Please see screenshots of config.



3 answers

I was wondering how that turns out? I came across this page since we're experiencing a strange behaviour. The following can be said:

  • there's an issue security scheme im place, used for a Service Desk project
  • this schema contains several levels, one of them is a default level
  • as of now we need to set a different level than the default for a couple of request types, let's say for a certain department whose members do not need to have access to all Service Desk issues at all
  • we're aware that we could use Service Desk automation or Script Runner in order to set the correct security level
  • an other way would be to have the security level field on a request type form, hidden with a preset value
  • so far it works, issues can be created and do have the correct security level
  • issues with the said security level are accessible for those who are permitted by the given security level permissions


BUT, for some reason the issue security field disappears simply at some time from the form. From then on however the default security level will be taken which is wrong. As a result a group of team mates (the department mentioned above) does not have access to those newly created issues due to restrictions within the default security level.

In the first place we have expected to have the Jira system field "Security Level" on a Jira Service Desk request type form permanently. At a second thought I remembered "unsupported fields" as stated in the manual. However we were able to add the field to the form which is exactly the opposite. How can that be?

Also we have checked and we can confirm that there's no post function, no script runner job, no Service Desk automation that would change any request types except for issues created by (Email This Issue) mail handler.

Does anyone have had any similar experience?

We're currently running Jira Server 8.5.1 with Service Desk 4.5.1


Thanks for your attention and help.

Best regards,


0 votes

Hi Ian,

Does your field configuration say the security level is required?  If it's not required, you can remove it from the create screen and then you don't need to set it when you hide it in the request type.

Perhaps you could default your security level, I see that you have not selected any of your security levels as the default.

Or you could use the many post workflow functions to set the issue security level after an issue is created.

Just some suggestions.


@Susan Hauth _Jira Queen_ - Thanks for the help! I will try all these things and get back to you.


Issue Security Scheme:

Screen Shot 2018-12-19 at 2.58.40 PM.png

Under "Request Types" -> KEEPS DISAPPEARING!!! Have to set every day!!!

Screen Shot 2018-12-19 at 2.59.27 PM.pngScreen Shot 2018-12-19 at 2.59.39 PM.png

"Security Level" - When it is in please IT WORKS. When the field keeps disappearing IT DOES NOT:

Screen Shot 2018-12-19 at 3.02.13 PM.png

FYI - I can set Issue security


Screen Shot 2018-12-19 at 3.03.48 PM.png

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