Issue Summary

In Jira Service Management, the Attachment field continues to appear on the customer portal’s Create request form when it is removed from the screen configuration instead of being removed directly from the request type configuration.

Steps to Reproduce

1. Go to Project settings for a Jira Service Management project.
2. Navigate to Screens and remove the Attachment field from the screen associated with a customer-facing request type (instead of changing the request type itself).
3. Go to Project settings → Request types.
4. Open the affected request type and confirm that the Attachment field is not present in the request type configuration.
5. Navigate to the customer portal and open the Create request form for the affected request type and you will notice the Attachment field

Expected Results

When the Attachment field is removed from the screen configuration, it should no longer be displayed on the customer portal’s Create request form for that request type.

Actual Results

• The Attachment field continues to appear on the customer portal’s Create request form even after it has been removed from the screen configuration and does not show in the request type configuration anymore

• The field is only removed from the portal when it is explicitly removed from the request type configuration under Project settings → Request types instead of the screen

Workaround

Add and remove the Attachment field from the request type configuration. This removed it from the customer portal