Configure the request form and issue view for a request type

By configuring the field layout for a request type, you can customize what your agents see in the Agent view and what your customers see when they fill in a request form.

When you configure the fields of a request type, all requests with that request type will share that configuration.

You must be an admin to configure the field layout of a request type. To start:

  1. From your service desk project, go to Project settings () > Request types.

  2. Select the request type you want to configure.

  3. In the Agent view tab, drag and drop the fields you want to change, or select Add fields to add a new field.

Customize the customer request form

The Customer request form section of a request type changes what your customers see when they fill out a request. The fields your customers fill out are also displayed to your agents, so, as a result, it also changes what your agents see.

To customize the customer request form:

  1. Select or go to the Request form tab.

  2. Add a field, or use the Actions column of an available field to show, hide, remove, or add a pre-set value to it.

Customize the rest of the agent view

Description fields and Context fields are fields on the Agent view that are only displayed to your service desk team. Only multi-line fields can be added as description fields, and only non-multi-line fields can be added as context fields.

To add or remove description and context fields:

  1. Go to the Agent view tab.

  2. Drag and drop fields to move them to a different section. Fields in the hidden section aren’t visible on the Agent view, but are still connected to the issue type.

  3. Select Save changes.

You can’t add, remove, or drag greyed out (disabled) fields.


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If the image in the lower-left of your service desk sidebar states you're in a next-gen project, check out these next-gen project articles instead.

Learn more about the difference between classic and next-gen projects.

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