Screens in JIRA Software vs. in JIRA Service Desk

[Leo Epstein]

Hello,

Our "normal" users use JIRA to create issues about their problems.
They complain that the screens are too complicated for them.

What they really want to have is just a simple screen with only three or four fields like this is in the JIRA Service Desk for external customers.

Is it possible to make such screens in JIRA Software?

Regards
Leo

[Fazila Ashraf · Accepted solution]

Hi @Leo Epstein 

Ofcourse, You can reduce the fields from the screens. 

Are they complaining about the number of fields on the screen or the layout itself?

[Leo Epstein]

Hi @Fazila Ashraf 

Thanks you.

The "normal users" want to see only a couple of fields in their screen.

The "power users" - the people who make support - want to see more.

How can I do that?

[Fazila Ashraf]

@Leo Epstein  , if the normal user is the reporter who creates the ticket, edits it , comments on it, you can simplify the create screen to have only few fields.

If the power users are the ones who works on the ticket, then you could have the additional fields during the status change transition screens.

Another option would be to  add 'tabs' to the screen. Few fields in the main tab and the secondary list of fields in the additional tab.

[Leo Epstein]

@Fazila Ashraf 
1. The power users want to see all the info available all the time without extra clicking for looking at the transition screens. So can I make one screen for power users and another one for normal users?

2. Also there are very many system fields on the screens. How can I put them to a new tab?

[Fazila Ashraf]

1. The screens cannot be different for different user groups.

2.  Refer to https://confluence.atlassian.com/adminjiraserver/defining-a-screen-938847288.html -> Configuring a screen's tabs and fields. You can remove the fields from one tab and add to another. 

In the view screen, certain system fields like fixversion, labels, create date etc would always appear. If the project is not using it, you can hide it through field configurations but it can be hidden for certain users while visible for certain users in the view screen.

[Leo Epstein]

Thank you very much!