How do I add custom field to the Raise a Request screen in JIRA service desk

[Jack Brickey · Accepted solution]

I previously researched this and found that it was not possible to include custom fields on the portal screen to submit a request. My research may be incomplete/flawed but don't believe so. would love to find out i'm wrong.

[Kristin Bitler]

Thank you - sorry to hear that because there's information from users (i.e., best phone number to reach) that would be very helpful to our techs.

[Jack Brickey]

Kristin, this question was bugging me yesterday opening up an old question I had so did some more digging reaching out to Atlassian. In fact you can add a custom field to the portal with some exceptions. As of this moment, JIRA Service Desk should allow for any custom field to be used except for Group/Project/Version pickers. There is an open feature request JSD-86 to address the current limitation. So if you wish to add a custom field that isn't one of the three mentioned you can do so. You simply need to ensure it is visible on the create screen. Hope this helps.

[Kristin Bitler]

Thank you Jack! I really appreciate you digging further and getting back to me. I'll give it a try a little later when I have some time to check into it and let you know how it goes. Much appreciated!

[Kristin Bitler]

I was finally able to get back to this today. I created a Create screen and used it for the issue operation of "create issue" but this had zero affect on the Raise a Request screen. Here's how each page looks after adding "Best contact number" field:

Raise a Request 1.png

Raise a Request 2.png

Raise a Request 3.png

[Jack Brickey]

Kristin, so did you go into the "i need a quote" request type, edit the fields and add the "best contact number"? If so can you capture the screen where this was done?

[Kristin Bitler]

YES! Brilliant! I'm so accustomed to JIRA that I didn't know this whole little world existed! I'm guessing you have to have the field added to the create screen in admin first. From the Project settings, I went to Request types, chose the Edit Fields (in red):

Edit Request Field.png

Chose the field I'd added to the create screen associated with the project:

Screen Shot 2016-12-06 at 3.30.55 PM.png

And voila!

Screen Shot 2016-12-06 at 3.31.17 PM.png

Thank you and yes, this is now resolved!

[Jack Brickey]

YAY!

[Kristin Bitler]

The initial screen that presents itself when an end user creates a request through service desk.

I know I can create a new screen and associate it with the initial transition but I'd rather just edit the default screen if possible.

[Jack Brickey]

Kristin,

can you add more details into what you are trying to accomplish. What do you mean by "Raise a Request screen"?