Jira Service Desk Hidden fields with present values not working with Insight Custom fields


Platform Notice: Data Center - This article applies to Atlassian products on the Data Center platform.

Note that this knowledge base article was created for the Data Center version of the product. Data Center knowledge base articles for non-Data Center-specific features may also work for Server versions of the product, however they have not been tested. Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.

*Except Fisheye and Crucible

Summary

  1. You have a Service Desk project which has custom Request types.
  2. One specific Insight custom field is hidden and another Insight custom field should have different values depending on which request type is selected.
  3. However, you are unable to do item (2) because it always map to the same default values regardless of the Request Type selected on the Customer Portal.

Diagnosis

Goal: Customers via Customer Portal can only select the Support Products objects depending on the Request Type selected.

Example

  • Insight Objects

Insight Objects 

Insight Objects


  • Insight custom fields

Insight custom fields


  • Insight custom fields configuration

Insight custom fields configuration  Insight custom fields configuration


  • Project settings > Request Types

Insight custom fields configuration


  • Hidden fields with preset values


  • Result

Regardless of the Request Type selected on the Customer Portal, Hidden fields are not being taking into consideration and the most recently defined present values are displayed on Support Products custom field. 

Cause

To access hidden preset values, you need to use the Insight Referenced Object instead of Insight Object/s since the latter cannot access hidden values.

Resolution

The way to resolve this would be to create Insight Referenced Object for the Support Product custom field in case of this example.


Last modified on Jul 16, 2021

Was this helpful?

Yes
No
Provide feedback about this article
Powered by Confluence and Scroll Viewport.