What are the different sections in the issue view?

You can change how your requests are displayed in the issue view for each request type. Request type fields are broken into three sections:

  • Customer request form

  • Description fields

  • Context fields

Learn more about editing a request type.

They’re displayed on the issue view here:

A customer request in the new issue view, with the different sections labeled.

1. Customer request form

When customers raise a request, they fill in these fields to complete the request form. They can find this form in the help center, or anywhere they can use a form to make a request. For example, customers use the Summary field to give a brief overview of the request they’re making.

After the customer raises the request, this information is displayed to your agents in the issue view.

2. Description fields

Agents can use these fields to add extra information to a request. They communicate long-form information to your team members. These fields aren’t visible to customers. For example, for a Purchase request with approval, you might want a multi-line field named Reason for approval to add the reason for approval.

Only multi-line fields can be added here.

3. Context fields

These are fields agents use to add supporting information to a request. Multi-line fields can’t be added here unless they’re hidden in a tab. These fields aren’t visible to customers. For example, you can use the Assignee field to assign someone to an issue.

4. Show more

These are context fields under “hide when empty” on the request type configuration page. These fields are hidden that are displayed on the issue view when they have a value, and are hidden under the show more fields link when they don’t.


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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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