Change Type field is defined in the Changes Screen, but It appears in Incident's Screen

[Administrador Jira ITSTK]

Hello

I have configured the Change Type field like obligatory in the Change's screens, this fields only is defined to use in change's screens, but when I am creating a new ticket like Incident, I can not create becasue in the screen shows a message that Change Field is obligatory.

Why this message If I have not defined this field in Incident's sccreen?

PD: I attached images about this.

Thanks a lot

[Daniel Ebers]

Hi @Administrador Jira ITSTK

hopefully I understood you correctly you have two projects (one for Incident Management, one for Change Management).

The Incident Management project should not have "Change type" required (in other words not displayed at all).

The source of the trouble is in my point of view both projects share a Field Configuration.

Please try the following:

1.) Navigate to https://YourSiteName.atlassian.net/secure/admin/ViewFieldLayouts.jspa

1a.) Locate there the Field Configuration both projects are sharing.

2.) Then click on "Copy" and copy the Field Configuration.

2a). The copy will be the one you will assign later to "Incident Management". So after copy please make sure you click on "Configure" and make "Change type" not required anymore.
At the end please name it like "Incident - Field Configuration"

3.) Go to https://YourSiteName.atlassian.net/secure/admin/ViewFieldLayoutSchemes.jspa

3a.) Add a field configuration scheme with probably a name of "Incident - Field Configuration Scheme"

4.) Click on "Edit" under actions and assign the previously copied "Field Configuration" for Incident Management project.

5.) In Jira navigate to project using the following https://YourSiteName.atlassian.net/plugins/servlet/project-config/INCIDENT/fields
(please be sure to adapt URL and project name!)

6.) Click on "use a different scheme" and choose the "Incident - Field Configuration Scheme"

Let us know if it helps - it should.

Regards,
Daniel

[Administrador Jira ITSTK]

Hi @Daniel Ebers , thanks so much for your help.

I have configured some "Field Configuration" and one Scheme, after that, I have linked to each incident type, so, this configuration  worked well.

Only, I have a problem, these confuguration work very well with "Service Request, Incident, Problem, Change" but this configuration doesn't work with "Request by email".

You can see my configuration in the picture.

Why this field configuration (Request by email) does not work?

[Daniel Ebers]

Configuration for the "Request by email" Request Type can be tricky as Jira must be able to read subject = Summary and Mailbody = Description - making more fields hidden/required can lead to non-parseable mails.

What is the current status with your configuration when you say it does not work? Can you open a request of type "Request by email" if so, is this indeed done via mail?

[Administrador Jira ITSTK]

Hi @Daniel Ebers for your answer, Exactly, I resolved this issue adding the "Request by email". Thanks a lot 

[Claudio Gonzalez]

Hi @Administrador Jira ITSTK ,

The last print is a "Field Configuration", you need check the "Field Configuration Schemes" and see the relation between the "Incident" and the "Field Configuration".

In this point, you need change "Required" to "Optional".

[Administrador Jira ITSTK]

Hi @Claudio Gonzalez thanks so much for your answer, but I have changed from Required to Optional in order to the Incident Screen does not appear the Change Type field, but this field must be Required, and how I explained in this  ticket, if I configure Change Type field like Required, This field appears in the Incident's screen where this field is not configured. How I can solved this without removing Required ?