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Customize the fields of 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.

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.

  • Custom fields added to a request form need values entered against them to be visible on the requests shown in your portal. Otherwise, the custom field won’t be available for your customers to view from the portal.

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