How to manage multi-level picking list in JIRA service desk issue

[Michele_Lucchese]

Dear everyone,

I want to create a custom field in JIRA service desk that allows the user to select:

- product type

- issue type (depending on the choice of the product)

For example:

- product type A, issue type possibilities: 1, 3, 4

- product type B, issue type possibilities: 1, 2

I have created a custom field in the ticket configuration (following other questions that have been raised):

And I have associated it with any issue in any project but I am not able to select it in the issue configuration:

I am worried that I can use the custom field only in JIRA issues and not JIRA service desk ones. Do you have any idea how to manage the example above?

Thanks and Regards.

[Angélica Luz]

Hello Michele,

Thank you for reaching out to Community and for sharing the screenshots.

I can see that you created a custom field on Jira settings > Issues > Custom fields and on this page we can add the field on Classic projects. Your second screenshot is related to a next-gen project, which is independent of other ones.

With that said, custom fields created out of a next-gen project won't appear in Request types, you must create the fields directly in the project.

• Customize a request's fields in next-gen service desks

If you need this specific field, the best option is to use a Classic Service Desk project.

Regards,
Angélica

[Michele_Lucchese]

Hi Angélica,

thanks for your answer. I would like to use the next-gen service desk but I am not able to manage the situation that I wrote in my example. With the "standard" dropdown field I am able to manage a list (and I can create two of them) but I am not able to make them dependable (in order to have some values in the second field depending on the choice of the first one).

Is there another way to manage this selection in the next-gen service desk?

Regards.

[Angélica Luz]

On next-gen projects, the custom fields don't have many configurations as the system ones, so the option you need is not available. 

• Available custom fields for next-gen service desks

[Michele_Lucchese]

Can I solve it in other ways like using an add-on? If I decide to move to the classic service desk project in order to fix the issue, what differences will I have? (maybe less functionalities?)

Regards.

[Angélica Luz]

Checking the add-ons, I didn't find any that would add custom fields to next-gen.

When it comes to Jira Service Desk, classic projects have more functionalities and if you move from next-gen to classic you actually will have more options.

There are no limitations in creating projects in Jira, so my suggestion is that you create a classic project in order to test and compare the differences between the two types to confirm what is best for your environment. 

If you have any other questions, please let us know.