Configure the request form and issue view for a request type

By configuring the field layout for a request type, you can customize both what your agents see in the issue view and what your customers see when they fill in a request form in the portal (or anywhere else with a form).

When you configure the issue layout for a request type, all issues with that request type will share that configuration.

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

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

  2. Find the request type you want to configure, then select Edit fields.

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. These fields your customers fill are also displayed on the issue view, so, as a result, it changes what your agents see too.

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, or remove it.

Customize the rest of the issue view

Description fields and Context fields are fields on the issue 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 Issue view tab.

  2. Drag and drop fields to move them to a different section. Fields in the hidden section aren’t visible on the issue view (they aren’t removed from the issue type).

  3. Select Save changes.

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


Are you on the right help page?

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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