request type error submission

[Alejandra González]

Hi,

Im having some issues with one specific request type that doesn't allowed the reporter to submit the request. 

I attach a screenshot:

[Kishan Sharma · Accepted solution]

Hi @Alejandra González 

Looks like you have a hidden field on your request type and it doesn't have a default value.

Go to your project settings > request type and select the form where you have the hidden field and then unhide the field, hide it and enter a value. Please confirm if that is the case.

[Alejandra González]

hi @Kishan Sharma 

I've already done that and still happening to certain reporters.

Thank you

[Kishan Sharma]

Thank you for confirming, are you using any user picker field in your form, asking because if there is any custom field having default value set to a user who is inactive, there are chances that you could see such error. Refer this thread for details.

[Alejandra González]

I have no user picker field and its just happening for certain requesters and one specific request type 

[Kishan Sharma]

Are you saying that few customers are able to raise that request and its not working for some ?

Would you mind sharing a screenshot of the hidden fields in your request type and what's their field type ?

You can also try to log in as an agent in that Service Desk and click "create" from the JIRA header to see if you are getting any "field is mandatory" error while creating an issue.

[Alejandra González]

@Kishan Sharma yes, it is affecting just few customers and apparently are the ones not having this message when opening the request: "raise a request on behalf of"

These are the hidden fields for the request type:

due date - date picker

pending photo info - select list (single choice)

sync to jira and summary are both by default

Thank you

[Kishan Sharma]

Thank you @Alejandra González  for the details.

I suspect Due date field might be causing this issue. You customers should have Schedule issues permissions if they want to set/modify the date. If they don't have it, they might get this error. Can you try unhiding that field and make it optional and ask customers to raise a ticket without selecting that field and see how that works out ?

[Alejandra González]

that was the issue, all solved now!

thank you for the help

[Kishan Sharma]

You are Welcome @Alejandra González If my answer was useful, please accept the answer, it will help others facing similar issue.