New field added to a change request form not visible in existing open requests for change.

[Pragya Mohan]

I have a Jira Service project which is linked to our customer portal. Our customer requested for an additional field in a form. I have added that field to the form. It is available to the customer for all new requests they raise using this form. But this field also needs to be added to all open requests. I opened the form for customer edits but this new field cannot be seen there. 

Can anyone help?

[Vijay Dadi]

Add this field to the edit screen and move it into context field section from hide when black section. This wat the field will be visible and editable for the users.

Regards,

Vijay

[Nikolai Ruban]

is this field available for Bulk update by Agents?

[Susan Waldrip]

Hi @Pragya Mohan , Welcome to the Community!

The Form field you added sounds like it is functioning as designed, and this is so new fields don't affect data integrity in "old" (closed, cancelled) or open issues. For the issues that are currently open, you could replace the existing Form in the issue with the updated Form that has the new field. This does have risk: if any Forms in your currently open issues have data, that data would disappear when you replace the Form.

One suggestion: for any open issues, you/the customer might add the data for the new field in the issue Description or other location, and then the new field you added to the Form would be available for future issues.

Another suggestion is to create a custom field as the "Jira field" to the Request form (customer screen) and also add it to the Form and then link them; if you do this, you will want to update your Field Configuration for that screen and the Issue Type Screen Scheme screens (Create, Edit, View or Edit/View depending on your setup) so the field will be visible to the customer. That way the customer can add the data to the customer screen (Request) in the open issues and add it to the actual Form in future issues. Hope this helps!