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Customize request fields in team-managed service projects

Specific types of requests require specific kinds of information for your team to successfully complete their tasks. Jira Service Management can collect and display this information to provide your team the context they need to get the job done.

You can customize each request type to show different fields and collect the exact information your team needs to succeed.

You must have the administrator role in your project to do the things described on this page. Learn more about team-managed project roles.

How fields appear in your portal and to your agents

When you add fields to your request types, they appear on either the customer request form, or on the issue for only your agent’s to see.

  1. Fields you add to the Customer request form appear in the portal. You can give these fields a customer-facing display name to make it easier for customers to submit the right information in their requests.

  2. Fields you add to the Description fields and Content fields appear in the agent’s view of customer requests. These always show if someone's completed the field, but they may be hidden if the field is empty. An agent can select Show more when viewing a request to interact with hidden fields.

Add, reorder, or remove fields

To add a field to your request type:

  1. From your project's sidebar, select Service project settings > Request types.

  2. Select the request type you want to edit.

  3. Drag fields from the toolbar into the list of fields. Jira highlights the areas you can drop the field into.

The previously-created fields list contains:

  • fields you created on other request types

  • fields Jira Service Management created for you

  • fields third-party apps created for you

You can drag previously-created fields into your request type to reuse them. Using the same field between more than one request type makes it easier to sort, search, and report on those fields.

When a field appears on more than one request type, the fields share the same name and description. If you change the name in one request type, it will change in the others that use that field. Checkbox and dropdown fields also share their available options. But, the field can have a unique default value and display name on each request type.

Fields in team-managed service projects are contained within the project itself. Currently, you can't share a field created in one team-managed service project with another team-managed service project, or with a company-managed project. Similarly, you can't use a custom field created in a company-managed project on your team-managed service project's requests.

To rearrange the order of fields, drag and drop the fields into the order you prefer.

To remove a field, drag the field back into the fields toolbar.

Create custom fields

To create a new custom field:

  1. From your project's sidebar, select Service project settings > Request types.

  2. Select the request type you want to edit.

  3. Under Create a field, drag the type of field you want to create. Jira highlights the areas you can drop the field into. Learn more about the available types of custom fields

  4. Give your new field a name (up to 120 characters).

  5. Configure any extra field options, like adding a description for your team, and setting a default value.

  6. Add a display name for the field. The display name is the customer-facing label in the portal request form.

  7. Select Save changes.

Your new field is also available to your service project's other request types in their Previously-created fields lists.

You can create up to 50 custom fields in your service project.

Edit custom fields

To edit a custom field:

  1. From your project's sidebar, select Service project settings > Request types.

  2. Select the request type whose field you want to edit.

  3. Locate the field and click its card in the list.

  4. Edit any of the field's options, like its default description, default values, or other options.

  5. Select Save changes.

Your changes update across all your request types that use the field in your service project.

Make a field required

Required fields force people to complete the field when creating or editing a request. Usually, these fields contain the most important information needed to work on the request.

You can only require fields that appear above the Hide fields below line.

To make a field required:

  1. From your project's sidebar, select Service project settings > Request types.

  2. Select the request type you want to edit.

  3. Select the field you want to make required in your list of fields.

  4. Click the field to expand its options and tick the Required checkbox.

Take care when making a field required. Any request types that share this field also share the required option.

For technical reasons, you can’t make the Assignee or Reporter fields provided by Jira required. Let’s just say if you did make them required, it wouldn’t make that much of a difference anyway.

Reuse custom fields

You can reuse fields from company-managed projects in your team-managed project

You can only reuse fields with global contexts. Learn more about global contexts.

To reuse custom fields:

  1. From your project's sidebar, select Project settings > Issue types.

  2. Select the issue type you want to add custom fields.

  3. Search for fields using the search bar on the right under Fields. Alternatively, select a field from Suggested fields, which contains a list of all issues that were recently created, or are used in other issue types of the project.

  4. Drag and drop fields to move them to a section on the left.

  5. Select Save changes.

Some fields have icons next to them to represent the project they were created for, and can be used in other issue types of the same project. You can customize these fields for your team’s needs.

Some fields in company-managed projects may have configurations and contexts that make these fields unavailable in the issue view, even if you drag the field to one of the sections in the issue layout. As a result, these fields will not show up on the issue view.

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