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Configure the request form and agent view for a request type

By configuring the field layout for a request type, you can customize what your agents see in the Agent view (also known as the issue view) and what your customers see when they fill in a request form.

When you configure the fields of a request type, all requests using that request type will share that configuration.

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

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

  2. Select the request type you would like to configure.

  3. In the Agent view tab, drag and drop the fields you would like to change.

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. The fields your customers fill out are also displayed to your agents, so, as a result, it also changes what your agents see.

To customize the customer request form:

  1. Select the edit icon or go to the Request form tab.

  2. Add a field, or use the Actions column of an available field to show, hide, remove, or add a preset value to a field.

Customize the rest of the agent view

Description fields and Context fields are fields on the Agent view that are only displayed to your service project 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 Agent view tab.

  2. Drag and drop fields to move them to a different section. Fields in the hidden section aren’t visible to your customers or agents, but are still connected to the issue type.

  3. Select Save changes.

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

This page is for company-managed projects

If the lower-left of your service project sidebar says you're in a team-managed project, check out these team-managed project articles instead.

Learn more about the difference between company-managed and team-managed projects.


Last modified on Jun 7, 2021
Cached at 2:52 AM on Oct 27, 2021 |

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