Issue Summary

In Jira Service Management, single-select custom fields used on multiple request types expose the same full set of options on all portals. We have use cases where the valid options differ per request type.

Example:

• Custom field options: A, B, C, D

• Request Type 1 should only allow A & D

• Request Type 2 should only allow B & C

Today this is not possible natively without:

• Creating multiple Jira custom fields with different option sets (schema bloat),

Steps to Reproduce

The following video demonstrate steps to analyse the limitation

https://www.loom.com/share/9e9be12c89fc4e2f85f42e931e65a991

Expected Results

• For JSM request types (and/or Forms fields mapped to Jira custom fields), allow admins to:

• • Configure a per-request-type subset of allowed options for a mapped single select (and similar) custom field, or

• • Configure field behaviour rules (e.g., “on Request Type 1, only show options A, D”).

• This should apply to the customer portal Form and ideally the agent Create/Edit screens as well.

Workaround

Create two Jira custom fields, each with only the options you want:

• My Field – RT1 (options: A, D)

• My Field – RT2 (options: B, C)

Then:

• On Request Type 1, expose only My Field – RT1 on the portal form.

• On Request Type 2, expose only My Field – RT2.