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Fields Disappearing from Request Form and Issue View After an Indeterminate Amount of Time

Guy Renko
Contributor
March 9, 2023

We're just starting out with JSM and learning working off current templates.

We commandeered the "Request an Event" Issue Type and changed it to Request Video Footage of an incident/event and added some additional fields for start and end times and location and description which all seem to save fine in both Request Form and Issue Views.  We can even create a request through the Portal with all the additional fields accepting the information and even the agent portal showing everything in its designated place.

After an indeterminate time, the Request Form and Issue View seems to lose some fields.  Unless I didn't change it, it appears that even the Request Type Description reverts back to the original description.  If I add the missing fields back to both Request Form and Issue Views, they are then viewable in both areas again until they disappear again.

I tried searching for other cases but didn't find a solution.

4 answers

1 accepted

1 vote
Answer accepted
Guy Renko
Contributor
November 20, 2024

Hi Everyone,

I came upon my old question and hope to give some insight even though I don't remember exactly how we resolved this.  

I believe that from scouring the interwebs it appears that if you have field in the request area, they don't want to play nice with the issue area and vice versa. Again, I can't exactly remember the whole thing and wasn't able to find my notes.

What I do know is that our workaround was to create a request Form in forms which has the added benefit of conditional fields and regex verifications so that you get better data right from the start.

Create the form. Link or don't link Summary and Description and other Jira custom fields.  Then you can also go into the issue view and move and customer fields you want to anywhere in the view.

Susan Waldrip
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
November 20, 2024

Hi @Guy Renko , that's definitely one way to do it! I just didn't want to use forms for what I needed but your answer will help others. Thank you!

0 votes
Boris Zozoulia
Rising Star
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August 19, 2024

We are experiencing the similar problem.

Have nothing to do with tabs in our case, as we had tabs for years and it never been an issue for us.

Recently we have started using profoma form attached to our request, (instead of using "jsm driven" request form) - configured the fields to be displaying the data captured via proforma form in the Issue view, and since that day (around 6 weeks ag) we had already experienced 3 times a case of random reset of our issue view, where fields either completely disappearing or moving from Description field set  to theContext fieldset.

0 votes
Shahar Nissim May 19, 2024

Hey, having the same issues - after savings the fields are moving around and disappearing

Susan Waldrip
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
May 20, 2024

Hi @Shahar Nissim ,

Do you have custom tabs on your Issue View screens? @Isabelle Bossolan from Atlassian suggested that this might be a problem and to try removing the custom tabs. I removed our "Risk" tab and my screens *seem* to be stable now, but I just did this a couple of days ago so I'm still watching it. This is part of her info:

"As an alternative step, we can try to reallocate the fields to see if the issue persists.

"I've noticed that the affected fields are currently on the 'Default' tab. Have you tried placing them outside of this tab, perhaps in the context of fields?

Captura de Tela 2024-05-10 às 12.28.09 PM_2024-05-10T15:29:35.251Z.png

"Another potential solution could involve removing the 'Risk' tab from the screen and reallocating all fields to the 'Default' screen. 

Captura de Tela 2024-05-10 às 12.30.13 PM_2024-05-10T15:30:41.354Z.png

"Additionally, if the problem seems to be isolated to these specific fields, creating two new custom fields and testing if the issue continues with these might be a good alternative."

Hope some of this helps!

Susan

Shahar Nissim June 6, 2024

Hey!

I do have tabs but the moving fields are not part of them - it's random fields.

Let's say I edit a request type name, i go out and back - and a random field just added itself to the issue view

Susan Waldrip
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
June 6, 2024

Hi @Shahar Nissim, that does seem to be part of this oddity! I did end up removing my tabs (sadly) and things seem to have settled down but I've also made changes to my field lists for Create, Edit, and View operations so I'm not sure which (if either) of those things may have changed it. If you find a fix, please post here!

Good luck!

0 votes
Jamie.VanWagoner August 24, 2023

I'm sorry you're experiencing this issue.  I am also!

I've taken the Get IT Help request type and included "Affected Services" as a required field.  The field is visible when I view the request in the help center, but it has disappeared for at least one customer.  

Additionally, we have requests shared with the leadership of the department, and that field isn't visible on this request type either. 

Since both of these fields are required it is not allowing the customer to submit the request.  

This is not acceptable for fields to just drop out of a request, and the fact that someone has submitted the issue 5 months ago with no response from the community is also not helpful. 

Susan Waldrip
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
April 9, 2024

Hi, I'm having this issue as well, both on the Request Form view and Issue view. I know I added the fields, but they keep disappearing and it's been happening for a while (months). Have either of you found a reason and/or fix for this since you posted? I'd appreciate knowing how you've dealt with this, thank you!

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