Can Behaviours be used to make Customer Request Type read-only on the JSD view issue screen?

[Susan Ostreicher]

I'd like to make Customer Request Type read-only on the Service Desk view issue screen. The ultimate goal is to require users to use a transition for changing the Customer Request Type instead, so that it's easier to validate some related fields. 

When I try to make the Customer Request Type read only, it's still editable in the issue screen. Is this because it's a system field? Not sure if it's relevant, but I also get an error when I try to make the Customer Request Type hidden (see screenshot). 

[Carmen Creswell [Adaptavist] · Accepted solution]

Hi Susan,

It looks like the issue with the Customer Request type being not being readonly is a bug that is in our backlog here. You can watch that bug report for a fix to be implemented and there do not appear to be any known workarounds. 

For the hidden fields issue, that is expected behaviour for when you mark a field as Hidden when it is not of type "Hideable Field." Behaviours do not work on the View issue screen (that's just a limitation of Behaviours and is normal), so ScriptRunner has a beta feature for Hideable fields that work on the View issue screen. The warning you are getting is just letting you know that your field will only be hidden on the Create screen, Edit screen, etc, but NOT the View issue screen. 

As a sidenote, since ScriptRunner version 5.3.1, Hideable fields no longer work on the View issue screen, so I wouldn't recommend using them.

[Susan Ostreicher]

Hi @Carmen Creswell [Adaptavist]

Sorry, I realized that I posted my follow up question to you as another answer instead of a reply to your answer.

I looked at the bug you mentioned, but it seems like it only pertains to the Use Service Desk mapping option. I'm using the Use project/issuetype mapping, and the Customer Request type is still not read-only. Is that expected?

[Susan Ostreicher]

@Carmen Creswell [Adaptavist], can you help out with this question, please? Thanks!

[Carmen Creswell [Adaptavist]]

Hi Susan, 

Thanks for your patience while I looked into this. I can confirm that this does apply to the Use project/issuetype mapping as well as the Use Service Desk mapping. The bug that I linked has been closed once, but it was reopened for reinvestigation, for reasons that include the Customer Request Type not opening the pop up Edit screen  using the project/issuetype mapping. Since it was reopened, the description doesn't contain info about this extra bug. I'll add a line to the description for clarity. 

[Susan Ostreicher]

Thank you, Carmen! That's clear now.

[Susan Ostreicher]

Hi @Carmen Creswell [Adaptavist], 

Thanks for your response! I looked at the bug you mentioned, but it seems like it only pertains to the Use Service Desk mapping option. I'm using the Use project/issuetype mapping, and the Customer Request type is still not read-only. Is that expected?