Can't remove required field from the request form of a cloud service project.
Platform Notice: Cloud Only - This article only applies to Atlassian products on the cloud platform.
Summary
When customizing a request form on a service project, sometimes a requiredfield appears listed, and we can't uncheck the "Required" checkbox or remove it from the request form. When trying this action, we get the following message:
Jira Service Management created this field. You can't:
change if it's required
remove it
Cause
This can happen when the field is set as required directly into the project's field configuration scheme.
Solution
To set the field as Optional, you must access your project's field configuration scheme, search the field name, and set it as optional.
Select > Issues.
In the Fields section, click Field configurations.
Click Configure next to the field configuration you wish to edit.
You will see “Required” next to fields that have already been marked required. Click Optional to remove this requirement.
Once completed, you can uncheck the "Required" checkbox or remove the field.
Edge cases
A different solution is needed when the required field we can't update is the "Assignee" field. The correct steps can be found in the following knowledge article:
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