Get started with Jira Service Management for admins
Your first stop for learning how to get started with Jira Service Management.
The issue view is what your agents see when a request is submitted. These fields are only visible to your agents, and include description fields that your agents use to log information, and context fields that provide details so your team to group, filter, and report on issues.
Agents are able to add additional fields to their issue view outside configuration under the More fields tab. These fields are added under Hidden when empty when configuring a Request type under theIssue view tab by admins, and stay hidden unless values are entered. Learn more about configuring the issue view for a request type
To prevent specific fields from showing in the issue view:
From your service project, select Project settings, then Request management, then Request types.
Select the request type you want to customize
Select the Issue viewtab
Drag and drop any fields from the Description fields, Context fields, or Hidden when empty sections into the field panel
Select Save changes
Request types are associated with issue types that link to the relevant screens in service projects. For example, the request type Fix an account problem is a Service Request issue type that uses the Request Fulfilment View/Edit Screen. Modifying the screen allows a Jira admin to add or remove fields, with these changes flowing through to any request types that share the same issue screen.
To hide fields on every request type that uses the same screen:
From your service project, select Project settings, then Request management, then Issue types.
Select the issue type you want to customize
Select Fields in the top right corner
Hover over any fields that you don’t want to display on the issue view, and select Remove.
Any changes you make to a screen may impact request types in other service projects that also use that screen. Check the SHARED BY link to see what other service projects may be impacted.
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