Learn how to succeed in your role as a service desk agent.
Customize the fields of a request type
The fields and descriptions that appear in a request type are based on the fields configured for the issue type it's based on. However, you can edit your request type fields or add new ones.
You must be a project administrator to customize fields on request types.
To customize fields for a request type:
From your service desk project, go to Project settings () > Request types.
Select the request type you want to customize.
In the Agent view tab, drag and drop the fields you want to change, or select Add fields to add a new field.
How to create new field types for request types
Every request type is based on the issue type selected when you create it.
To make new fields available for request types, you need to add new fields to their associated issue types. To do this, you’ll need to edit the screen for that issue type (this is what determines the layout for an issue).
You must be a Jira admin to add or remove fields in a screen.
To add or remove fields for a screen:
From your service desk project, go to Project settings () > Screens.
Find the View issue screen and select Configure.
Add, remove, or rearrange the desired fields.
You can now use these fields when adding a new field to a request type.
You can also go directly to the view issue screen by selecting the 'View issue screen' link at the top of the Agent view page.
NOTE: Changing a screen will affect all issue types that use that screen.
To add fields that don't exist yet, see Add a new custom field to a project.
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