Fields no longer appearing when logging a ticket

[seelye.naomi]

We've noticed that all of a sudden, custom fields that used to appear when logging a ticket within our user team have disappeared.  You have to physically click into the newly created ticket to fill in these fields (eg: Priority/Assignee/Work Type). It looks like the format for our internal team tickets has been changed to echo our customer portal setup.  Was there an update that ran recently that would have created this change? 

[Jack Brickey]

Hi @seelye.naomi , I do not expect there has been a SW update to cause this. Are the issues being created using the Create button or "Raise a request". If the later you would be directed to the customer form. Which, by the way, is the proper method for an agent to create an issue on behalf of a customer. If the agent is using the Create can you go to project settings > screens and inspect the create screen for the associated Issuetype?

[seelye.naomi]

Yes, the agent was using the Create button-this is how all our system users log on behalf of someone outside of our department.  

I see all of our regular fields still appearing in the Create Screen options.  

[seelye.naomi]

Is there any situation where the format for the Create tickets would flip over to mirror the Raise a Request issues?  We can find no problem on our end regarding setup/visible fields/content for the Create tickets that can explain this change. 

[Fabio Racobaldo _Catworkx_]

Hi @seelye.naomi ,

please could you verify if something happened on your side through the audit log? In my opinion some Admin changed your project screens.

Fabio

[seelye.naomi]

Sure can.  How do I go about finding that log?  That's not something I'm familiar with. 

[Fabio Racobaldo _Catworkx_]

As JIRA Admin you can do that as explained in the following article https://support.atlassian.com/jira-cloud-administration/docs/audit-activities-in-jira-applications/

[seelye.naomi]

There were no changes done by an admin to remove these fields from our Create function