Link between Create Issue and portal

[Jim Stewart]

I'm setting up a help desk screen for HR called 'Questions for HR.' I just went into the screen scheme and modified it to it has 4 essential fields.  When I go to Create Issue, it shows the fields. When I go to the portal, it only shows two. Is there some way to get the portal to reflect exactly what Create Issue's fields are?

[Walter Buggenhout · Accepted solution]

Hi @Jim Stewart,

If I am getting you correctly, you are looking for the configuration of the portal screens. You can find those under Project Settings > Request Types.

Every request type is a form on the portal. As you click on any request type, you will see a page with three tabs:

• Agent view
• Request Form
• Workflow statuses

On the Request Form tab, you ca add the additional fields you would like to see on the portal. So it is an additional configuration step you'll need to take! 

[Jim Stewart]

Yes I see that. But does 'Agent View' mean that that is yet another screen if the agent somehow wants to look at different fields? Or if not, what exactly is that?

[Walter Buggenhout]

Hi @Jim Stewart,

It's a bit complex, true. I don't know if you're familiar with Jira Software (JSW), but let's say the agent view in JSM is what the issue lay-out is in JSW.

In short: the agent view is the layout of the issue as it is displayed internally to your agents, so not on the portal.

The longer version: Atlassian is currently rolling out what they call the new issue view (if you have too much time on your hands, you can read much more about that in this article). Basically, apart from a UI and feature overhaul, it wants to introduce a single issue configuration instead of the existing schemes. The agent view in JSM or the issue layout in JSW is the new issue view for issues as they are viewed by your internal users.

[Jim Stewart]

Yes, I know each software enough to be dangerous. I did hear something about the new issue view. But for now, if I have a portal view but someone also might use Create Issue AND I want an agent view, I have to make sure that, say, Create Issue and portal are using the same screen configuration. ('Coz that's what we want.) But discretionarily, agents might choose to have another view which is more configuring, yes?