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Jira Service Desk - issue type has 22 fields; Screen using that has 22 fields...only 18 show up

We have a lot of fields available to us in our Cloud JIRA account.

I have selected 22 of these to be in my Issue Type (Service Desk Request) and there is no ability to mark any of those as hidden in that action.

I then have a Screen based on Service Desk Request Issue Type and it has 22 fields and I can order them as I like, but not hide any of them.

I then can Create an Issue of Service Desk Request and have only 18 of these show up but I can further edit which of those 18  show up on Create/Edit, etc. 

===> First question is why are 4 fields dropping off completely?

Then I can act as a Customer and raise a request based on this same 22 fields, and only 18 fields are shown...and when editing fields I can certainly hide them, rename some, and add help, but still I cannot see the full 22 fields.

I am an Administrator, Service Desk Team, Developer, Operator, Project Manager so I have all the correct privileges to edit and manage this, but we are all questioning why fields are dropping while other fields are not.

3 answers

Thanks Pramodh and Robert,


For a little more context, in Screens my screen has the full 22 fields. 

* 5 are system fields

* 17 are custom fields

I'm only having issues (no pun intended) with 4 of the 17 custom fields.

Of the custom fields that are working, I have Text Field (multi-line), User Picker (multiple users), Select List (multiple choices), and User Picker (single user). I have most of these working fine, but of the 4 that do not show at all, they are Text Field (multi-line), Text Field (single line), User Picker (single user).

And while these are custom, my firm has thousands of custom fields to pick from and I am given all of these with columns Name, Required, Renderers, Screens so no field has any aspect of visibility/usage except if I see "LOCKED" with the Field name.  I have not chosen any LOCKED field however.

But when I go to Request types for this issue type I see 14/18 field/s used).  Meaning I have taken 4 fields off of the input screen, but my main concern is the system isn't giving me the full 22 fields to handle, only 18. If I pick "Add a field" I get a modal window "Add a field" which only shows the 4 I didn't want shown (e.g., of 18, 4 are hidden, so 14/18 are in play). I want 18/22 in play though.

So I don't get why the Issue Type has 22 fields and the Request type based on the Issue Type presents me with 4 less fields to work from (18).

Btw I am on 8.13.9#813009 cloud version for my company.

0 votes
Pramodh M
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Aug 26, 2022

Hi @Marc Isikoff 

Either reason some of them are internal fields or you have not selected them in the request types form configuration

Can you let us know the names of those four fields which are dropping?




Those 4 fields are not available to be added in Request Types.  Request Type for this Issue Type has 18 fields I can use, while the screen for the Issue Type has 22 fields.

While the 4 fields not making it from issue type => request type are custom, so are the bulk of the 18 that are making it to request type.

0 votes
Robert Wen_ReleaseTEAM_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Aug 26, 2022

Out of curiosity, what are the four fields?  Are they system fields?  Are they custom fields?

Robert, they are custom, but of the 18 that are working, 13 of them are also custom.

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