Configure the request form and issue view for a request type

Your request type appears to your customers and team members in two different ways:

1. The request form which customers fill out to raise a request. Once a request is raised, it becomes an issue.

2. The issue view which agents see when they work on issues in Jira Service Management. Learn more about the issue view in Jira Service Management.

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

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

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

To customize fields for a request type:

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

2. Select the request type you want to customize.

3. Select Issue view to update the issue view, or Request form to update the 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.