How do you remove required fields from portal screen?

[Kyra Mayock]

Hello,

I am trying to enable e-mail requests in my service desk project and running into issues of failed e-mail intake due to "too many required fields". 

To try and solve for this I went into the field configuration that this project and request type uses and made every field except Summary as optional. However, when I navigate to the portal entry screen, it still shows them as required. Is there a different place in project settings I need to go to make sure they are in fact, not required?

I have attached some screenshots of the portal entry screen, the field configuration showing they are not required, and the error log.

I am relatively new to service desk, but know the software product very well, please help!

[Sam Nadarajan · Accepted solution]

Hello @Kyra Mayock

You are really close! To control required/optional for fields that are displayed on the request type in the portal you need to go to:

Project Settings > Request Types > [Request Type that you want to edit]

From there, if you expand a field, you'll see a "Required" checkbox that determines if it is required or optional. You'll want to uncheck this box for those fields that appear on the portal form that you posted above. 

Hope this helps

[Kyra Mayock]

This worked, thanks so much!

[Jehan Gonsalkorale]

Hi @Kyra Mayock, 

This could be due to fields that are configured as "Required" in your request type configuration. Have you tried navigating the the request type configuration within the project to make sure there are no fields set as "Required" there? 

Both field configurations and request type configurations allow fields to be set as "Required". I replicated this with a required field in the request type configuration and encountered the same issue.

Does this help? 

Best regards,

Jehan

[Joseph Chung Yin]

@Kyra Mayock -

If you already updated your Request Type form, so fields are not required there.  You will still need to look at your JSM project's field configuration scheme and JSM WF setup to determine where the fields are still set to required or not.

Field Configuration Scheme Check -

Access the field scheme by going from Project settings >> Fields

In the Fields UI, click on the pencil symbol to access the configuration scheme used by your project.  

In the field configuration scheme UI, look for the fields where it is indicated as required.  If the field should be Optional, then click on Optional to remove it being mandatory.

WF Configuration Setup Check - 

Access the WF that is used for your project's issue type associated to your Request Type by Project Settings >> Workflows.  Click on the pencil symbol to edit the WF.

In the WF edit UI, Click on the "Diagram" button and then click on the transition arrow "Create Issue", then click on the Validator link.  In the Validator link, you will be able to determine if there are any field callout as mandatory during issue creation time.  If there are setup, you can remove it and thus remove the field required setup.

Don't forget to publish the change (if any) for the WF to save and activate the changes.

Lastly, this is very important when you changing the Field Configuration Scheme and WF Configuration Setup, you need to make sure that they are not shared with other projects.  If yes, then you will need to create copy of those scheme/setup and make your changes in the copied scheme/setup and associate them to your JSM project in question.  If you fail to do that, then your changes will be applied and impact all the projects that shared the scheme/setup.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Jehan Gonsalkorale]

Also, apologies in advance if you've already tried this. 

[Kyra Mayock]

[Kyra Mayock]

[Kyra Mayock]