Set up the request form and issue view for a request type

Request types appear to your customers and team members in two different ways:

• The request form which customers fill out to raise a request. Once a request is raised, it becomes a work item.

• The work item view which agents see when they work to resolve a request. Read more about the work item view in Jira Service Management.

You can choose which fields are visible on the request form and work item view by customizing the fields of your request types.

Customize the fields of your request form or work item view for a request type

You must be a project admin to customize fields on request types.

1. From your service project, select Project settings, then Request management, then Request types.

2. Select the request type you want to customize.

3. Select Work item view, or Request form.

4. Add, remove, and rearrange fields as desired:

   • to add a field, drag and drop it into your desired location from the panel on the right

   • to remove a field, drag and drop it into the panel on the right

   • to rearrange fields, drag and drop them into your desired order

5. When configuring your Request form, you can also:

   • change the display name of the field in the request form under Display name

   • add a description to your field under Display description

   • automatically fill out a field and hide it from customers in the request form (and portal) by checking the box next to Use preset value and hide from portal

   • make it compulsory to fill out a field by checking the box next to Required (some fields are required by default)

6. Select Save changes.