"Work Item View" missing?

[Jason E Krisch]

I have several projects and I am an admin and Jira admin for them all.  I have one that is "company managed" and others that are "team managed".  In the Company Managed Project, I can toggle fields on and off of "work item view" as seen below: 

In the Team Managed projects, I cannot, as seen below: 

I am wanting to "hide" description from the portal form / request but have it show in the work item view as I am creating it through automation.  Much of the documentation refers to "the work item view tab", which I am not finding in any project.  Example (step 3): https://support.atlassian.com/jira-service-management-cloud/docs/review-and-modify-the-agent-view-layout-configuration/.  

What am I missing?

Thanks!

[Walter Buggenhout · Accepted solution]

Hi @Jason E Krisch and welcome to the Community!

Company managed projects can have 3 different screens (views, if you want) for the respective operations you can perform on them:

• create
• edit
• view

These different screens are then connected to your project through schemes. Team managed projects only have a single layout to manage the fields you can use to manage your work items, and no separate screens underneath. Hence the difference.

Hope this helps!

[Jason E Krisch]

Thanks for the quick reply!  

Are you aware of anyway to modify the "single layout" for team managed projects? 

Thanks!

[Walter Buggenhout]

Just add the fields you need right into the lay-out. But be aware that team managed projects are designed to work in isolation from other projects.

In general, I / we don't recommend using team managed projects, especially not if you want them to work together nicely with other projects in your organization.

I would recommend reading up a bit on the differences between the different project types (this support article may be a good starting point), so you can make an educated assessment.

[Jason E Krisch]

Thank you, Walter.  I agree on Company vs. Team Managed projects.  I am well versed, but wish I was more so when I set them up almost a year ago.   Seems a bit tedious to convert them... but there is some rain in the forecast :) 

I can add the fields to the Request Type, but I don't want them to show up for the customer when submitting one.   I can't hide them either... 

[Trudy Claspill · Accepted solution]

Hello @Jason E Krisch 

You have not missed anything.

Besides the differences mentioned by @Walter Buggenhout ...

In Company Managed JSM projects there are Work Item Types and Request Types. Request Types are what customers work with in the Portal. Each Request Type is associated to a Work Item Type. Work Items are what you agents work with in Jira.

In Team Managed JSM project this dichotomy doesn't exist. There are only Request Types which are used both in the Portal by customers and in Jira by agents.

When you look at the layout of such an item in a TM JSM project you will see two sections for fields.

The red section is fields you want to show in the portal. These fields will also be shown to the agent in Jira.

The blue section is for fields you want to be seen only by the agent in Jira. Fields in this section don't display on the portal for customers to see.

[Jason E Krisch]

HAZZAH!  That was the answer to my question!  However, I was trying to use the system field description and the "blue area" was not an option.  I instead created a new paragraph field called "Work-Item-Details" and was able to drag it to the "blue area" and use my automation to populate the new field vs. "description" and all is well.

Thank you!!!  

[Trudy Claspill]

Did you not already have the Description field in the red section of the layout?

If it is in the red section then it should be visible when your agents view the issue in Jira.

In my test environment I find that the system lets me add the System "Description" field only to the red section. I can't pull it out of that section and move it to the blue section. But if it is in the red section, then I see it in Jira when I view the issue as an agent. Of course, the customer would also see the field in the customer portal.

[Jason E Krisch]

Yes, exactly the same for me.   My goal was to not have it visible to the customer in the request / form when submitting a work item.  I just wanted to create my own "ticket details" from the form contents depending on what they selected and entered.  Not using a "system field" seems to have done the trick!