Projects request types

[Rofrits Márk]

Hello guys!

I have a question, I don't know if anyone else has experienced this. So at service management projects\Request types -  fields sometimes randomly dissapier our form and goes back to under Fields. What can i do? Our customers cant work like this. 

[Patricia Francezi]

Hi @Rofrits Márk 

Welcome to the community!

The fields in JSM will follow the Screen and forms you configured in Customer Request Types or Request Types. 

Meaning there is a portal form, for the client, and an Agent view of it. 

The fields in the customer form are placed at the beginning of the issue for the agents + the agents view the order you configure. 

What usually happens is the Request type layouts are different, and when the agent changes it, the issue view is changed by the configuration of the Request type selected. 

Your portal customer is not affected by this. 

Follow the doc related to help you to verify this

https://support.atlassian.com/jira-service-management-cloud/docs/customize-the-fields-of-a-request-type/

If all request types need the same order, you will need to configure accordingly