How to create a new ticket layout

[Martin Eagle]

We've had Jira Service Management (Cloud) set up for a few months. We now want to create a new kind of ticket where we gather very specific information for a new ticket. We want to keep the ticket layouts we currently have but create a new layout for this new kind of ticket.

I've viewed a number of articles but can't find the right path to follow to achieve what I need.

Could someone please tell me what needs to be done and perhaps refer to articles that will walk me through the process.

I've created a new type under Issue types with field configuration Jira Service Desk Field Configuration for Project ISD and with screen ISD: Jira Service Desk: Incident Management Screen Scheme. However, when I create a new ticket and select this ticket type from the dropdown type options, all the fields are the same as the regular type of tickets I log. I've gone into the screen options but there isn't anywhere to add special fields, only the fields that are built-in already. Clearly, I'm missing something but I don't know what I don't know.

I'm an admin.

[Dirk Ronsmans · Accepted solution]

Hi @Martin Eagle ,

While I'm not a huge fan of using new issue types for new "screens", did you associate that new issue type with the correct screens?

You would be best to check your screen scheme and see what those look like. I'm guessing your screen scheme has something like "all unassigned issue types" defaulting to some default screens.

Does your incident management screen scheme contain other fields than the default ones?

As a side note:

If you intend to use a lot of these different screens tho might it not be better to look towards Request types linked to a specific issue type? On the customer portal you can define what field show up on the screen (and are mandatory or not for that request type) without having to build a new issue type each time but just linking those to a specific issue type (with the same workflow,..)

[Martin Eagle]

Thank you, @Dirk Ronsmans

I appreciate the direction in which you pointed me. Creating a new Request type linked to an existing issue type was a much easier way to go.