Field not functioning properly using form in Jira Service Management

[Colleen Gotling]

I have a couple of single user picker fields that filter using a group in Jira. When I try to use to use this field in a "Request Form" in Jira Service Management, it does not filter.  However, when I use the same field in a "Create New Issue" form it does work.  

Here is a screen shot of my fields:

Here is how the field looks using the "request form".  As you can see, when I enter "col" I get quite a few names come back.  The only name that should appear is "Colleen Gotling".

When I use the create new issue, I do the same thing and only get back the one name that is expected.  

Any idea what I might be missing?

[Joseph Chung Yin]

@Colleen Gotling -

Can you clarify what do you mean by "Request Form" versus "Create New Issue"?

For "Request Form", are you referring to the request type setup where one use it via the portal UI to create issue?

For the "Create New Issue", are you referring to one clicks on the "Create" button to create the issue via the project UI?

Please advise.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Colleen Gotling]

@Joseph Chung Yin I was afraid that might be confusing so let me try to explain.  There are 2 ways to create an intake form for portal users.  Or maybe I am not using the correct verbiage because if you look at the screen print, it's under "location" on the forms page.

When I initially created the Proposal Request form, I went to the request types section, click on proposal Request and got a screen where I can move the fields so the form looks as expected.  This has been working in production for months but I need to do some more elaborate processes so I am now using a "form" to create the intake.  These are the two I am referring to.  Below are the two screen shots used for updating/creating the form.

"Create New Issue"

"Request form"

[Joseph Chung Yin]

@Colleen Gotling -

Sorry for the late response.  There is a limitation currently with FORM where it will not enforce any user picker field' constraints (i.e. filtering to specific group).  This is documented in the following link - https://docs.thinktilt.com/proforma/Linking-ProForma-Fields-to-Jira-Fields.1574273169.html

Hope this helps.

Best, Joseph

[Colleen Gotling]

Darn!  How about a way to have conditional fields on the create new issue screen?  Is that possible?  What I need to do there is only require a certain field based on the response for another field.  That is possible in Form but am not able to figure out how to do that in the create new issue screen.