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Configure the request form and issue view for a request type

Your request type can appear 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 is what 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 > Request types.

  2. Select the relevant work category in the left hand navigation panel.

  3. Select the request type you want to customize.

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

  5. 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

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

    • change the name of the field in the request form (and portal) under Portal field name

    • add a description to your field under 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)

  7. Select Save changes.

To add a link to the Request form help and instructions field, use wiki markup.

For example, to insert a link that displays the text ‘Example’ and goes to example.com, you should enter:

[Example|http://example.com]

This will appear as Example.

Learn more about wiki markup.

Make more fields available in the right hand panel

If you’re trying to add existing fields to your agent view or request form, and you can’t see them in the panel on the right, you might need to add the fields to their associated issue types.

If the fields you’re trying to add don’t exist yet, you’ll need to create them first. Learn how to create custom fields.

You must be a Jira admin to add fields to a screen.

To add fields to a request type:

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

  2. Select the request type you want to customize.

  3. Select Issue view or Request form, depending on where you want to make the field available.

  4. In the bottom right hand panel, select Make existing fields available.

  5. Select the field you want to add from the dropdown at the bottom of the page.

  6. Go back to your request type and refresh the page.

  7. The field should be visible in the right hand panel for you to drag and drop into your request form or issue view.

Keep in mind

  • Adding a field to a screen will make it appear in the Issue view for all request types that share the same issue type. You’ll need to manually remove the field from any request types where it’s not required.

  • Any changes you make to a screen will affect all issue types that use that screen.

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.

 

Additional Help