How to manage custom fields between the Customer Portal Screen and Create Issue screen

[Ed Parker]

I am currently setting up JSM and adding all the custom fields that we need for service requests.  The problem I am finding is that I need different fields available for this issue type depending on the request type that would be selected.  That's simple enough in the customer portal and agent views as you can simply hide the fields that aren't needed but if you use the Create button in the Jira Project UI then people are displayed every field I have created for the service request issue type.  Is there a way of sorting or hiding the fields so that when you select the JSM Project and then the relevant request type it filters out all the fields that are applied to that request type? 

The only thing I can think of is to have lots of different issue types but then I think that is going to be complicated to maintain?

[Jack Brickey · Accepted solution]

This is why you need to instruct the agents to use Raise a request rather than the create button.

[Ed Parker]

Thanks for your response Jack.  Where us the Raise a Request button in Jira?

[Jack Brickey]

It is in the sidebar of each JSM project. It directs the agent to the portal request screen where they can choose the request type and set the reporter to the appropriate customer if desired.

[Thomas Björklund]

In your Service Project, the 'Raise a request' button is at the top of the left column, underneath Queues

This will open up your customer service portal, which is where you can create all sorts of forms for different projects and ideas. 

[Ed Parker]

@Thomas Björklund @Jack Brickey 
I cannot see button on my project.  Any ideas as to why?

 

[Thomas Björklund]

Do you know if a 'Portal' has been setup within your instance? 

[Ed Parker]

@Thomas Björklund If I go into Channels and then click on the help center it takes me to the customer portal.  Is that what you mean?

[Thomas Björklund]

Yes, that is the same thing. 

[Jack Brickey]

Ah…I ran into this awhile back. This is an ITSM project and the raise a request does not exist there. I do not understand the logic of this TBH and need to discuss with some Atlassian’s to better understand if this is by design, and if so why, or some oversight that will be addressed.

[Thomas Björklund]

you can also setup a custom url to go to your help center. for example: your.co/helpdesk 

[Ed Parker]

FYI, I have raised a support ticket as it surely can't be missing by design

https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-674473 

[Jack Brickey]

I am reaching out to us and Atlassian colleagues as well. Please post any information you get back from Atlassian here and I will do the same. It may be by design I just don’t know exactly the reasoning.

[Jack Brickey]

Here is the other post where I engaged on the same topic. Angelica, from Atlassian, responded explaining basically exactly what we have determined here. Not-able-to-find-Raise-a-Request-in-agent-portal 

[Ed Parker]

Thanks @Jack Brickey 

I guess, to answer my question, all the custom fields that are currently assigned to the create service request screen that are not required for a specific request type cannot be hidden and agents will need to use the customer portal in order to raise a request without trawling through a huge amount of fields that don't apply

[Jack Brickey]

You cannot hide fields based on request type. You can define what fields are shown on an issue type level. I guess the question you need to ask yourself is do you care about the extra fields that appear in the view screen? can you train your agents to fill in the proper fields based on the request type? If so then they can use the create button otherwise use the portal.

[Ed Parker]

As an update I have been in contact with Jira support who have said the following

"This is expected behaviour as per the jira design the Raise a Request is not available for the IT service management however it is available for the General service project."

The below feature request has been raised
https://jira.atlassian.com/browse/JSDCLOUD-10149

[Thomas Björklund]

To help you with "I need different fields available for this issue type depending on the request type that would be selected."

each request type is its own form on the help center. 

each Request type Form, can have its own custom fields and automations to what happens to them after the form is filled out. 

you can automate each form to route to its own end project. 

for example, 

you have 4 request types:

IT Help,

Purchase something. 

File a bug with Engineering

Other..

You can set up IT help to stay in the help center (JSM) 

Purchase,  workflow with approval process.

File Bug, sent to engineering project

Other, can generate an email to HR/Operations for general questions..

There are countless ways to automate and customize this.