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Using Jira Service Desk for Customer Fault Reporting


We have a form for reporting device faults and would like to set it up on Jira Service Desk for customers to complete online. How can we create custom fields in our service desk? At the moment we can only have one of each type of field e.g. summary and description. But we want to set up a report form with multiple short answer fields such as email address, device information, software version etc, as well as custom multiple/single choice question fields and drop down menus.





Jack Community Leader Feb 03, 2019

You create custom fields and add them to the create screen. Then you can add them and order them in project settings > request types.

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Login as an admin. 

Click on the 'engine' icon (top right corner) - select 'Issues' from the drop down.

On the left side, under 'Fields' click on 'Custom fields'. On the 'Custom fields' screen click on 'Add custom field' button (right top). On the next screen 'Select a Field Type', click on 'All' (all-standard-advanced) or in the 'search' field type in 'radio', 'select' etc. After choosing the type of the field, name it and click on 'Create' button. On the next screen choose the screen this field should be added to. 

Now go back to your project.  Under 'Project Settings' click on the 'Request Types'. Choose the request you need this field for. Click on the 'Edit fields' link. Click on the 'Adda field' button (right top) and choose the field you are adding. Click on 'View this request form' link (top right) to verify the field shows.

P.S. Don't hesitate to ask questions - learning JIRA is a pain...


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