Additional custom fields

[Deleted user]

Hello, 

I would like to know how to add additional fields in the ticket that will allow the agent to use these custom fields to add the status and the job type of this ticket.

For more context, we're using Jira to receive support tickets via Email from customers that require different types of services such as new installation, maintenance, etc... 

We're already using the built in status field such as (To Do->Start (in progress)->completed) which is what the customer can see via Email.

However, we wanna add additional fields for internal use only that will allow the Agent to do report the internal status of this ticket

The fields I want to add are the following: 

Type of Job: 

1. New installation
2. Maintenance
3. Removals
4. etc..

Status of the job:

1. Pending
2. In-progress
3. Completed
4. etc...

I want to also be able to filter the tickets using these custom fields when I'm in the Queues page.

Appreciate if you can show me how or lead me to the documentation that I need.

Thanks,

[Evgenii]

Hi, @[deleted] 

If I understood you right. you need to make 2 new custom fields, with select value from list type.

In process of creation you need to map fields to JSM project and to screens of issue types, that you use in needed Request Types. After that add there values, from your first post. 
And at last - you wil see new fields in list of fields, available for addition, in Request Type edit screen. Add them to Request Type.

[Deleted user]

Hi @Evgenii ,

Can you share with me step by step guide on how map the fields to the JSM project and to the screens of issue types? 

It's a bit confusing to me when it comes to using the screens and issue types configurations.

Best,

Bader

[Evgenii]

Hi, @[deleted] 

Mapping of fields to screens can be made from field opptions. You can read about it here:

https://support.atlassian.com/jira-cloud-administration/docs/add-a-custom-field-to-a-screen/

How to add fields to request type - you can see here:

https://support.atlassian.com/jira-service-management-cloud/docs/customize-the-fields-of-a-request-type/

Also, there is information, how to expand list o f fields, available for addition to request type.

[Joseph Chung Yin]

@[deleted] -

Welcome to the community.  I agreed with others suggestions.  The key thing often is overlooked added the new custom fields to the JSM project and project's request type configuration.

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

[Alisa Zamaraeva]

Hi @[deleted] 

https://support.atlassian.com/jira-cloud-administration/docs/configure-issue-custom-fields/

The link above will tell you how to add custom fields and make them visible in your issues.

To manage queues, go to your service desk project > queues > manage queues, there you can create new queues with filter and fields as columns you like (including the custom ones you'll create).