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  1. Jira Service Management Data Center
  2. JSDSERVER-16370

Asset fields are grouped together in the created request, not matching the form order

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    • Icon: Bug Bug
    • Resolution: Unresolved
    • Icon: Low Low
    • None
    • 10.3.8
    • Customer Portal

      Issue Summary

      Asset fields are grouped together in the created request, not matching the form order

      Steps to Reproduce

      1. Configure a request type with a mixed order of Asset and non-Asset fields. Have more than 2 Assets custom fields so that they can be rearranged in different orders.
      2. Create a request, filling in all fields with values.
      3. Sort the fields in the request form differently and monitor the fields order of the fields in the created form.

      Expected Results

      Besides the Summary field, the order of fields in the created request should match the form order. Here's a screenshot of the created request and the form configuration in JSM 5.12.25.

      Actual Results

      Depending on the fields, sometimes the Assets fields are grouped together in their own sequence (matching the form order, but without the non-Assets fields mixed in). This can be reproduced when Assets fields are not place at the first/last place of the form.
      The screenshot below illustrates this, showing Asset fields grouped and placed first. Non-Asset fields like Priority, Labels, and Components remain in the form order.
      The Assets field in the first place and the last place will retain its sequence in the created request.

      Workaround

      Currently there is no known workaround for this behavior. A workaround will be added here when available

      Versions Tested

      Please confirm all versions that have been tested for this issue, and indicate whether the tested version is affected or not affected, below: 

      Testing Requirements Version Affected Version
      Customers Reported Version 10.3.8 Yes
      Most Recent Bug-Fix Release    
      Previous Major Release    
      Most Recent LTS  5.12.25 No 
      Previous Supported LTS    
      Other Versions..    
      (Add rows as needed)    

        1. image-2025-08-13-11-48-57-469.png
          138 kB
          Michelle Chin
        2. image-2025-08-13-11-49-13-965.png
          155 kB
          Michelle Chin
        3. image-2025-08-13-11-49-31-327.png
          663 kB
          Michelle Chin

              Unassigned Unassigned
              michin Michelle Chin (Inactive)
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                Created:
                Updated: