Differept Project Request Types have Different Options for Fields

[Andrew Huster]

Why when creating Request Types. Some have the Choice of Field Boxes at the top, that you can drag Multiple of the same field into one request type. Then other Request Types have a list of Fields that you can only use once. 

I want to be able to use Multiple Short Text boxes or Checkbox fields in a request type, but they are not available. 

[Bryce Lord · Accepted solution]

Hi @Andrew Huster ,

The field choices shown within the request type are based on the screen configured to the issue type that's being used for that request type.

I'd check to make sure the fields you're trying to use in the request type are also on that screen.

Hope this helps!

Bryce

[Andrew Huster]

Hello Bryce,

I am very new to this application, I am not sure where to find what you are saying in your response. I was just looking to create multiple Short Text boxes in a request. But that field was not even available to use. I created a new Field in this particular Project. It just goes to the list of Fields I can only use once. Is this configuration somewhere in that section of creating fields?

-Andrew

[Bryce Lord]

Hi @Andrew Huster ,

Of course, no problem at all. Firstly, is this a Team-Managed or Company-Managed project?

Bryce

[Andrew Huster]

The Type is just Service Management, I used the IT Template just to see what it had for request types. Other Departments I have created are Team-Managed Service Management. Those ones do have the fields I can use Multiple of.

One other thing I should mention, I used the IT Support Template for the Project, because it had different categories I could organize tickets by. For Example Hardware, Software, Network and others. I could not find how to create those categories in the other Projects, but the IT one has them built in. 

[Bryce Lord]

Ahhhh ok, I see the issue now.

This is a difference between Team-Managed and Company-Managed project.

Team-Managed projects allow project admins to create new fields within the project from the request type as shown below. As you mentioned, creating fields is as easy as dragging the field type you want into the request form and adding detail information.

Company-Managed projects only use custom fields created through the "Jira Admin Settings" > "Custom Fields" that are then applied to the Screens within the Screen Scheme for that project.

Here are a couple of great articles to get you started creating custom fields in company-managed projects, and how to add custom fields to a screen. (Make sure the screen you add the field to is the one configured to the project and issue type you're using in the request)

Create a custom field  & Add a custom field to a screen 

Hope this helps, and good luck!

Bryce

[Andrew Huster]

I did manage to stumble my way into creating the field that I wanted. I also placed it in the Project to use it, my only issue is that I can only use it once, and I need it more than that. Like the Screenshot you linked above, I do not have the Selection of fields in the Square Boxes that you can use multiple times. I just have the list.

Is there a way to turn on that set of fields? Or do I have to re-create the project and select the proper type to get that to appear?

I liked the IT Support Template because I can separate different types of requests into portals. Where in the other Projects I have created, all the requests are just in one big group and I cannot organize them. Is there a way to turn the Different Portals on in Team Managed Service Management Type Projects?

[Bryce Lord]

For Company-Managed projects, fields have to be created individually. So each field will need to be created and applied to the screen to be visible within the request form.

If you're looking for that same functionality that I showed above, you'll need to re-create the project as a team-managed project.

Yes you can! Here's a link for how to group request types in team-managed projects.

Group request types in the portal in team-managed projects 

[Andrew Huster]

I was afraid of that, really not a big deal. Give me more time in the configuration of this to get more familiar with it. 

I did already make some requests in my current project. If I create the new one, is there a way to transplant what I have made into the new one. Or because they are different I have to remake all of the Requests as well?

[Bryce Lord]

Unfortunately, there's no way to map company-managed project configurations to a team-managed project. You'll need to remake the Request Types.

[Andrew Huster]

I appreciate all of the information Bryce, I am diving head first into the companies first ever ticket system, that is going to be used in multiple departments. 

Thank you and have a Great Day!

-Andrew