Review and modify your work item layout

The work item view is what your agents see after a request is submitted and becomes a work item in Jira Service Management. The fields on the work item view 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 work items.

Agents are able to add additional fields to their work item view outside configuration under the More fields tab. These fields are added under Hidden when empty when configuring a request type under theWork item view tab by admins, and stay hidden unless values are entered. Learn more about configuring the work item view for a request type.

Modify the work item view on a request type

To prevent specific fields from showing on work items:

1. サービス プロジェクトから、[プロジェクト設定] > [リクエスト管理] > [リクエスト タイプ] の順に選択します。

2. カスタマイズするリクエスト タイプを選択します。

3. Select the Work item viewtab.

4. Drag and drop any fields from the Description fields, Context fields, or Hidden when empty sections into the field panel.

5. [変更を保存] を選択します。

Modify the work item view for all request types that share a work type

Request types are associated with work types that link to the relevant screens in service projects. For example, the request type Fix an account problem is a Service Request work 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 work item screen.

同じ画面を使用するすべてのリクエスト タイプのフィールドを非表示にするには、次の手順に従います。

1. From your service project, select Project settings, then Request management, then Work types.

2. Select the work type you want to customize.

3. 右上隅にある [フィールド] を選択します。

4. Hover over any fields that you don’t want to display on the work item view, and select Remove.

   1. 画面に加えた変更は、その画面を使用する他のサービス プロジェクトのリクエスト タイプにも影響を与える可能性があります。[SHARED BY] リンクをチェックして、影響を受ける可能性がある他のサービス プロジェクトを確認してください。