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Type:
Bug
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Resolution: Fixed
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Priority:
Low
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Component/s: Forms - Builder, Next-gen
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5
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Severity 3 - Minor
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1
Issue Summary
This is specific to Team Managed projects.
As per recent release to avoid duplicate fields from being shown in the portal
now, when the user links a field in the form to a Jira field that is used in the Request Type (request form), then in the form builder, the user is shown the message indicating that duplicates would be removed from the request type configuration to allow this linking and when user clicks Remove Fields, they are allowed to save the form.
On navigating to the Request Form now, the field is not actually removed but a message says the field will not appear in some places in the portal. So user believes the duplicate issue is taken care of. In the portal now, the field (in this case Description field) is not shown but the field on the form is shown - which is expected behavior.
See screenshot below.
But then, if the user makes any other changes in the Request Form and saves, the message is shown again saying that to avoid duplicates, the fields in the form will be unlinked.
See screenshot below:
This is confusing because we want to let the users save their current request form format, but that means with the field not appearing in the portal, so no duplicates. In this case, telling them that we will be removing duplicates from the form and not allowing to save the request form changes until that is done is what makes the user go in circles.
Note - this is not an issue in Company managed projects because in the company managed projects, when the user clicks on Remove fields in the form after linking the form field to the Jira field, the field is removed from the Request form, but it remains in the issue view. So in company managed projects, the user can make other changes to the request form and save and the message about unlinking is not shown. This appears to be an issue for team managed projects only.
Steps to Reproduce
- From the form builder, link a form field to a Jira field that is also shown in the Request Form. Save changes and click on Remove fields in the message that pops up.
- Navigate to the Request form. Make any changes and save. Now there is a message that pops up saying that the duplicate field will be removed from the form as well.
Expected Results
When user has consented to remove the fields from being shown in the portal to avoid duplicates, user should be allowed to make changes in the request form and save. The intent is to not allow duplicates, which is satisfied, because the field is not shown in the portal as per the message. So, the message in the Request form to unlink fields in the form should not be shown. (this is when the customer knows and acknowledges that the field in the request form that is also linked to a form field, will not be shown in the portal)
Actual Results
A message is shown to the user that we will be removing duplicates from the form and user is not allowed to save request form changes until that is done. So now the form field is also unlinked and user has to go back to the form to link the field.
Refer video attached for the differences between company managed project behavior and team managed project behavior.
Workaround
Notes:
Related to this rollout here:
No more duplicate fields on forms containing linked Jira fields
Avoid fields appearing twice on request types that use forms. Now when you’re in the form builder and link a form field to a Jira field that is already in use on an associated request type, we’ll remove it for you on the request form. The same goes when configuring your request types. Form fields will be unlinked in forms that contain linked Jira fields that are duplicated. This means customers and agents will no longer have to see two of the same field on the one request.
Find out how to link a form field to a Jira field, or see examples to understand more about duplicate form fields and Jira fields.
