Screen configured in a workflow does not apply to new Issue


For JIRA Service Desk:

  • I have one Issue type (I)
  • Request Type (R) which uses issue type "I"
  • Issue type "I" is configured to use workflow "W" which has a screen "S" configured for it's initial "Create" action.

The problem I'm having is, when I try to create a new ticket, I see a complete different screen, not the "S" screen I've configured for that workflow. Any idea why this is happening? Is there something else I need to change? 

Note: I am logged in as an administrator. And this "answers" do not allow me to post/comment more than once a day, which is extremely frustrating. 



7 answers

0 votes

Are you logged in as a "customer" or as a "Jira user / Agent"?

" I am logged in as an administrator"

0 votes

Ok, but that doesn't really matter here - is this admin account also a JIRA user and/or an Agent?

Yes the account is a user, an agent, and the project lead for the project.

0 votes

Right. The customers see different screens to agents. Try it as a non-priviliged user.

This has nothing to do with that sorry.

0 votes

It has everything to do with it - you get different screens if you're a user - that's what the service desk is for.

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