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Customize the fields of a request type

The fields and descriptions that appear in a request type are based on how you configure screens in Jira. If a field is not available, a Jira admin must add it to the screens for the associated issue type (see Add field types to a request type below).

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 request type you want to customize.

  3. In the Agent view tab, drag and drop fields to rearrange the order, select Add fields to add a new field or drag and drop fields to Hidden to hide them. This will change what fields appear on the agent’s view of the issue.

  4. In the Request form tab, drag and drop the fields to rearrange the order or select Add fields to add a new field. You can also choose if fields are required to be filled in and you can add instructions for fields. This will change the fields that appear in the portal.

Add field types to a request type

To make fields available for request types, you need to add new fields to their associated issue types. To do this, you’ll need to edit the screens for that issue type (this is what determines the layout for an issue).

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

To add fields that don't exist yet, you’ll first need to add a new custom field.

To add field types 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. In the Agent view tab, select the View issue screen link at the top.

  4. Select a field from the dropdown at the bottom.

  5. To make the field appear on the request form too, in the Request form tab of the request type, select the Create issue screen link at the top.

  6. Select the field from the dropdown at the bottom.

  7. Go back to the Request form tab of the request type and select Add a field.

  8. Select the field you you added in step 6, and then select Apply.

The new field should now be visible in the Agent view and the Request form.

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

Changing screens 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.

 

Last modified on Jul 6, 2021
Cached at 12:50 PM on Dec 2, 2021 |

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