Hidden fields and unsupported fields in request types

Every request type is based on an issue type, and a single issue type can be the basis for many different request types. Request types manage specific settings such as naming, portal customization and descriptions, while issue types manage foundational settings like workflows and fields.

Every issue type has a set of allowed and required fields associated with it. As you set up a request type, you can choose to include fields that are hidden from your customers in the portal but still make them available to your team to help them team resolve the request.

Some fields can be used by an issue type but aren’t supported for use in the portal. If you want to include these fields on a request type, you’ll need to to set a preset value for them.

On the request form page, you’ll be prompted to add a preset value when you select ‘Hide’ in the Actions column of a visible field. You’ll also to prompted to add a preset value if you select Add a field and choose an unsupported field.

Some fields aren't supported for use in all Jira Service Managementrequests.

These fields can be added to the request type and given a preset value, but you cannot make them visible on the customer portal:

• Assignee

• Linked issues

• Any fields that are defined by other Jira products

• Group, project, and version picker custom fields

These types of fields can't be added to a request type:

• Issue type

• Log work

• Reporter

• Security level

• Time tracking