How to move a request field into a tab on issue view

[serge calderara]

Dear all,

I have a wierd issue, where we have a request form that user filled up from the Service Desk request form as below :

As you can see from the form we have field relative to customer like contact firstname, lasname etc.

When this form is submited, the resulting request is seen as below in our case 

As you can see from picture above, the form field appears in General Tab. What I need to do is to move the Client information in red square into the Client Tab.

For that I have move to the View screen confirguration and set it as below :

As you can see customer related field appears in Client Tab.

Why customer fields remains in Genral tab of the issue and not place as seen above in CLient tab ?

Thanks for advise

regards

[John Funk]

Hi Serge,

I would suggest going to the Issue Layout screen and see if you have a better idea of what is going on there. See if the fields show up under the Client tab on that screen. 

[serge calderara]

Dear @John Funk , I have notice the following.

When the ticket is submited from the request portal we can see the following from Jira side :

All the fieds in red are filled up from the portal request and apears as a details section in General tab.

I have notice that for all fields present on the Request portal form, they cannot be re aranged to be displayed in the Client Tab, which is wierd.

Any idea ?

regards

[John Funk]

Did you add fields from the Client tab to the Request portal form? It looks like that is yes. 

But the is also an Agent view form - can you post a screenshot of that? 

[serge calderara]

dear @John Funk , here is a video to have a better idea

https://drive.google.com/file/d/11n9d7ZDURdrusrkcKtjW22mQcjKNd5g1/view 

[John Funk]

Try removing the fields from the Agent view at the top in your video, but leave them in the Client tab at the bottom of the screen. 

[serge calderara]

Dear @John Funk , if I edit the Agent view, it jump me directly to the Request Form used by the service desk and if I remove the field from there, I will not have it anymore from the initial request form

regards

[John Funk]

Sorry - you are going to need to open a support ticket with Atlassian then.

https://support.atlassian.com/contact/#/

Please post back here with the resolution - I would love to know what they say. 

[serge calderara]

hello @John Funk ,

I have done a remote call with atlassian support and its a bug.
The views should reflect the configuration which is not the case today.

If a fields belongs to a service management forms and is also define as part of a Tab section, it will not be shown unless you remove it from the form, which is not correct.

you can vote the issue:
[JSDCLOUD-9793] Show fields in a tab as per screen configuration - Create and track feature requests for Atlassian products.

Bug -- Bug

regards

[John Funk]

Voted for!

[Axel]

I voted as well!

[Susan Waldrip]

Me, too! And reiterated others' comments to assign this ticket to someone on the Atlassian Team who is active.