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Issues are the packets of work that need to be completed in a project. These issues are made up of issue fields, and the issue fields contain data about the issue. This data is important, as it helps define the issue, and can contain important information about the issue, such as a summary, a description, due dates, and when and where the work is required. Jira Service Desk allows you to customize the configuration and behavior of issues to better suit the needs of your customers and agents. 

You can:

  • Change a field's behavior (such as change a field's description, make a field hidden or visible, or make a field required or optional).
  • Add your own values for fields that have default values assigned (for example, Resolution and Status).
  • Create new custom fields.
  • Configure different renderers for (some) fields.
  • Position fields on a screen.
  • Choose which screen should be displayed for each issue operation (for example, the View issue or Edit issue screens) or workflow transition (like Resolve issue or Close issue).

A simple example of how customizing an issue could benefit your team could be marking fields as required when an issue is created. This ensures you always capture the information you need to work on and resolve the issue. If you couple this with positioning required fields at the top of the screen, and even hiding fields you know you won't use, you'll make sure your users can see and complete the required fields as quickly as possible.

To customize your issues, you need to be a Jira administrator. You can review more conceptual information on configuring issues in the Jira administrator documentation.