Hi all, 

Thanks for your interest in this ticket. We are very excited to let you know that this issue has been fixed. We've been careful to keep this ticket open to collect feedback and apologise for the challenges some of you faced when we rolled out the request type configuration to the issue create experience. 

We have made some changes to the experience so you can now opt-out of seeing the request type configuration experience but will still be prompted to select a request type where one is available. 

You can read more about the changes here and can comment either on that page or continue to comment here. 

I will continue to monitor this page to make sure this problem is solved by the changes we have made and invite you to reach out if you have any questions (you can contact me at jgonsalkorale@atlassian.com). 

Best regards,

Jehan Gonsalkorale

Product Manager, Jira Service Management

To the more recent commenters and those watching this ticket. 

If these changes are causing you issues please contact me asap at: jgonsalkorale@atlassian.com? 

I can turn this off for your instance for now while we figure out how we handle this. 

Please include your instance url in the email. 

Sorry to all who have been badly impacted, we are working through this and will find a solution that works for you. 

Thanks,

Jehan

Hi, 

as mentioned also in the community I need to address this here: This feature is more an Un-Improved Experience at the moment.

Primarily because of Screen Configs are not affecting agent's view

• "Create Screen" configs are only working on "no request type" choice
• might be by intention, but it has one big disadvantage: Agent's fields in Create Issue screen must be equal to Customer's fields now as there is only one "Request Form" config now.

--> That's really a bad thing. Why: agents usually have more knowledge and can enter more information directly when creating issues on-behalf (e.g. by telephone hotline). Users are just less knowledgeable and we don't want to overwelm them with form fields they just dont understand.

--> So the new feature is creating issues we didn't have in the past but it is not bringing any other advantage at the moment.

As far as I can see, this works for us.

As far as I can see, you can choose either an issue type or request type from the Type menu when clicking Create. When you choose the issue type, it gives you the screen based on that issue type (just like it always did), but when you choose a request type, each request type is based on an issue type so will present you with the screen for that issue type too.

So that seems "correct" (we're never going to see the customer facing screen on the internal form).

The tricky bit is the validation - you can now add that (and it works, mostly) - but you need to make sure your validation makes some sense to the user so we went with:

"A Request Type is required - choose a Request Type (NOT an Issue Type) from the Type menu."

Which seems to be good.

Unfortunately - and probably not in the scope of the call - while this DOES force users to provide a Request Type when they create an issue "internally", it doesn't deal with the gray area when someone moves an issue from one service desk to another. Since the "Create" is validated in a different project (with a different set of Request Types), when it's moved, there's nothing forcing the user to choose a new request type in the new project (I'm guessing because a) it's not covered by Create in this case, and b) technically it HAS a request type from originating project - it's just not visible because that's not a valid request type in the new project).

So I still have an automation assigning issues to a project lead if the request type is missing, and a saved and subscribed filter showing me issues missing a request type (we use request types pointing to components so new issues are assigned to component leads, based on the request type chosen).

So, two steps forward, one step back. Happy to see progress though!

Scott

Hi @Jehan,

Is this update causing me 'new' problems right now? I'm used to Create issues (if customers contact me by phone) by the global Create option and see here my own set up screen with all my fields. Do I understand it right this update now gives me not my prefered screen but a screen based on the settings of the request type? This is kind of a step back for me. I'm missing the labels now in the create screen and i'm also not able anymore to put the reporter on empty/anonymous.

Our customers are going to use the Help Center (portal) and for them a screen based on the request type is okay but if I make a new issue in Jira itself can it please still be based on my 'Create issue' of the configured screen scheme?

Best regards,
Davy Janssen

Hi 08c7b0ddaee8 and bc413df1ff0f,

Thanks for your feedback, really sorry to hear that. 

Could you email me at jgonsalkorale@atlassian.com? 

I can turn this off for your instance for now while we figure out how we handle this. 

Thanks,

Jehan

This is a step in the right direction Jehan.

Same issue as Mathieu, we are moving away from custom fields to forms, and when selecting a request type the user sees mostly a blank page with nothing to fill in.

Hi @Jeahn, 

The "new issue creation experience" does not support JSM Forms...

This is very annoying for customer that have just redisigned their portals with dynamic forms...

Is their a way to roll back for individual Jira cloud site ?

Cheers,

Hi all, 

Quick update to this ticket. We are releasing a fix right now where we allow (and encourage you) to select a request type when creating tickets via the global issue create within a service desk project. We will also show the request type configuration, rather than the underlying Jira configuration. 

We are currently out at 1% and will be progressively rolling out over the coming weeks. 

Best regards,

Jehan Gonsalkorale

Product Manager, Jira Service Management

Partially same Issue here:
While in the create screen editing the Request Type is possible, in a separate screen used in a transition, the to the screen assigned filed "Request Type" is not visible on the screen other fileds are visible.

Looking forward to a solution

Best regards
Adrian