Hidden fields and unsupported fields in request types

Every request type is based on a work type, and a single work type can be the basis for many different request types. Request types manage specific settings such as naming, portal customization, and descriptions, while work types manage foundational settings like workflows and fields.

Every work type has a set of allowed and required fields associated with it. As you set up a request type, you can choose to include fields that are hidden from your customers in the portal but still make them available to your team to help them team resolve the request.

Some fields can be used by a work type but aren’t supported for use in the portal. If you want to include these fields on a request type, you’ll need to set a preset value for them.

On the Request form tab when configuring a request type, you’ll be prompted to add a preset value when you when you check the box next to Use preset value and hide from portal.

Some fields aren't supported for use in all Jira Service Management requests.

Fields that can be added to request types

These fields can be added to the request type and given a preset value, but you cannot make them visible on the portal:

• Assignee

• Linked work items

• Any fields that are defined by other Jira products

• Group, project, and version picker custom fields

Fields that can’t be added to request types

These types of fields can't be added to a request type:

• Work type

• Log work

• Reporter

• Security level

• Time tracking

• Request participant