description

Define and customize the fields that appear in request type forms and internal views. Add more fields or edit the view for each of your next-gen request types.

The foundation of every request is its key, summary, and a status. With this information, you can track simple requests and stay on top of your team’s queue.

We know that some requests require more information to help the team taking on that work. Your service desk can collect and display more information to provide context and get requests on their way to done.

This extra, customizable information appears in a request's fields. And, you can customize each request type to show different fields.


You must have the administrator role in your project to do the things described on this page. Learn more about next-gen project roles.

How fields appear in your customer portal and to your agents

When you add fields to your request types, they appear on that type’s request form in your customer portal. You can also add fields for your agent’s eyes only.

  1. Fields you add to the Portal fields list in your service desk’s settings appear in the customer portal. You can give these fields a customer-facing display name to make it easier for customers to submit the right information in their requests.

  2. Fields you add to the Internal fields list in your service desk’s settings appear in the agent’s view of customer requests. These always show if someone's completed the field. But they may be hidden if the field is empty (see #3).

  3. The first six fields in your Internal fields list will always show. Jira Service Desk hides any additional fields in that list if they're empty. An agent can select Show more when viewing a request to interact with hidden fields.

Add, reorder, or remove fields

To add a field to your request type:

  1. From your service desk's sidebar, select Project settings > Request types.

  2. Select the request type you want to edit.

  3. Drag fields from the toolbar into the list of fields. Jira highlights the areas you can drop the field into.

The previously-created fields list contains:

  • fields you created on other request types
  • fields Jira Service Desk created for you
  • fields 3rd-party apps created for you

You can drag previously-created fields into your request type to reuse them. Using the same field between more than one request type makes it easier to sort, search, and report on those fields.

When a field appears on more than one request type, the fields share the same name and description. If you change the name in one request type, it will change in the others that use that field. Checkbox and dropdown fields also share their available options. But, the field can have a unique default value and display name on each request type.

To remove a field, drag the field back into the fields toolbar.

To rearrange the order of fields, drag and drop the fields into the order you prefer.

Create custom fields

To create a new custom field:

  1. From your service desk's sidebar, select Project settings > Request types.

  2. Select the request type you want to edit.

  3. Under Create new field, drag the type of field you want to create. Jira highlights the areas you can drop the field into. Learn more about the available types of custom fields

  4. Give your new field a name.

  5. Configure any extra field options, like adding a description for your team, setting a default value.

  6. Add a display name for the field. The display name is the customer-facing label in the request form on your portal.

  7. Select Save changes.

Your new field is also available to your service desk's other request types in their Previously-created fields lists.

Make a field required

Required fields force people to complete the field when creating or editing a request. Usually, these fields contain the most important information needed to work on the request.

You can only require fields that appear above the Hide fields below line.

To make a field required:

  1. From your service desk's sidebar, select Project settings > Request types.

  2. Select the request type you want to edit.

  3. Select the field you want to make required in your list of fields.

  4. Click the field to expand its options and tick the Required checkbox.

Take care when making a field required. Any request types that share this field also share the required option.

For technical reasons, you can’t make the Assignee or Reporter fields provided by Jira required. Let’s just say if you did make them required, it wouldn’t make that much of a difference anyway.