Let's talk JSM work item view, how do you keep layouts consistent across 30+ request types?
Hey all,
Need to vent a bit and hopefully get some advice from people who've been here.
We run a few large JSM projects with 30 to 50+ request types each, and managing the work item view layouts is killing me. As some of you probably know, in JSM the layout is configured per request type. No scheme, no shared config, no apply to all option. Just you and a lot of drag and drop.
Adding one field to the layout? Do it 30+ times. Reordering context fields so agents see the same thing everywhere? Same story. Removing a deprecated field? You know the drill.
I've gone back and forth with Atlassian Support on this for months. What I got out of it:
- Layout copy and schemes exist for Jira Software, not for JSM
- Only workaround they could offer is duplicating an existing request type when creating a new one so it inherits the layout. Helps for new ones, does nothing for the 30+ already in place
- On top of that you've got Forms, Request forms, Screens and the Issue view layout all overlapping, which makes the whole thing even messier
The result is that agents see different field orders and different layouts depending on which request type they open. Not great for UX, not great for training new people.
So my question to other admins:
How are you handling this at scale? Especially if you run JSM with a lot of request types
Did you just give up and accept the inconsistency?
Or did you redesign your projects to avoid having so many request types in one place?
Half hoping someone replies with "you just need to do X" and saves my week. Half expecting a thread of people in the same boat. Either way, curious how others deal with it.
Cheers