Hide Comments Field on Transition Screen with script runner (Service Desk)

[Andy Janes]

Hi Everyone,

I have a custom "Closure Notes" field on a transition screen ("Complete Issue") which appears as expected on the popup screen when the transition is executed,  but I'm trying to hide the standard "Comments" field as it's not required.  I've tried using a Behaviour and Script Field but I can't get either to work.

Clearly, I'm missing a step somewhere, so does anybody have an example/walkthrough or video of how to properly set this up?  

Any help would be gratefully received!

Andy

[Andy Janes]

I managed to find the solution myself and feel suitably stupid for it! 

For anyone having a similar issue, on the Behaviour definition, when adding the mapping the following selections apply:

• "Use project/issuetype mapping" - Behaviour is applied to the main Jira interface for the Project(s) you select.

• "User Service Desk mapping" - Behaviour is applied to the Customer Portal for the Project(s) you select.

Hope this helps someone else down the line ;o)

[Florian Edian]

Hello Andy,

I have currently the same concern as you. Could you please share us the script you used?

Regards,

Florian

[Andy Janes]

Hi Florian,

Apologies for the slow reply, but I've only just received the notification from Atlassian that your post had been left!

It was actually quite straight forward with the Behaviors in that I made the Comments hidden and added the "when" condition of "Workflow Action" and selected the transition screens I wanted to hide the field on.  ie, only hide it when certain transition screens are shown rather than trying to hide it all the time and make exceptions.  This allows for a much cleaner transition screen where you can make other fields mandatory.

I've attached a screenshot of what I have setup.

Hope it helps!

Andy

[Florian Edian]

Hi Andy,

No problem and thanks a lot for your answer :)

Regards,

Florian

[Goutam Nemalpuri]

Hi @Andy Janes ,

But this is not working on bulk edit screen. I am trying to hide the field everywhere, except one workflow action. But it visible in the bulk edit issue screen.

Regards,

Goutam

[Patty Yost]

@Andy Janes Thank you, thank you!!! I was trying to hide the comment on a transition screen to be used by an agent in a Jira Service Desk project. I had selected the Service Desk mapping, and couldn't figure out why it wasn't working to hide the comment. Changed the mapping to Jira project and it now works perfectly!

[Kimi Nakashima]

@Andy Janes I second Patty's comment! Thank you so much for posting this! I was tearing my hair out trying to figure out why this wasn't working so this post saved me so much wasted time(and hair!). The documentation makes it seem like you must use the service desk mapping if you're doing this in service desk. I would never have thought to change the mapping to project/issue type mapping!

[Richard Duffy]

Hi

I am trying to do this exact thing but it wont work, all my config looks good. Can you help?

I have double checked the transition id is correct and workflow

[Richard Duffy]

Hi

I got it working by changing the mapping to "project/issue type" mapping and NOT "service desk" mapping

Not sure why the correct JSD mapping would not work, ,maybe because transition screen is considered core Jira and this is not the portal screen? 

But all good! =)