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Review and modify the agent view layout configuration

On March 31, 2021, Jira Service Management switched to new issue view.

If your agents are seeing fields in the new issue view that they don’t want (or expect) to see, you can modify the fields using the instructions below.

Why do I see empty fields that shouldn’t be there?

The following screenshot shows a service request in the issue view. The description fields include four multi-line fields that are all visible but without values. The Show more link says “Show 8 more fields” for all the empty fields.

Issue view with empty fields configurations

1. Multi-line fields

Multi-line fields allow your agent to add more information to the request.

  • Old issue view behavior: fields would only show when they have a value

  • Now behavior: fields are visible by default

Configure multi-line fields under the Agent view tab: Description fields on the request type configuration page. Learn more about configuring the issue view for a request type.

Multi-line fields in request type

2. Show x more fields

Fields shown above the Show X more fields link are usually considered always-important while fields nested under the link are considered sometimes-important.

  • Old issue view behavior: fields weren’t shown unless there is a value but in the new issue view

  • Now behavior: fields are hidden under the Show more link unless values have been entered

These fields are configured under the Agent view tab: Context fields - Hide when empty on the request type configuration page. Learn more about configuring the issue view for a request type.

Hide when empty section in a request type

How to modify the agent view fields for request types

There are two approaches to modify the fields for issue view:

Modify the agent view of a request type

This approach is ideal if you:

  • Have smaller service projects

  • Want to modify one request type’s view, while keeping the existing configurations for other request types that share the same issue type

To hide agent view fields of a request type from displaying in the issue view:

  1. Open an issue of the request type you'd like to configure.

  2. Select Configure at the bottom-right of the issue.

  3. Under the Agent view tab of the request type configuration page, drag any fields from Description fields or Hide when empty section and drop them to the Hidden fields section on the right.

  4. Select Save changes.

You will need to do this for each request type that needs modification but you can configure each request type differently based on your needs. Learn more about configuring the issue view for a request type.

Modify the screen associated with the issue type that the request types are assigned to

This approach is ideal if you:

  • Have larger service projects

  • Have fields that appear in multiple request types that share the same configuration and you want to edit them all at once

In your service projects, the request types are associated with issue types that link to the relevant screens. For example, the Fix an account problem is a Service Request issue type that links to the Request Fulfilment View/Edit Screen.

The changes you make in the screen may also impact the request types in other projects if the service project you’re editing shares configuration with other projects. Make sure to check the SHARED BY PROJECT link underneath Configure Screen.

You must be a Jira admin to modify screens.

To hide fields for every request type uses the issue screen:

  1. Open an issue of the request type you'd like to configure.

  2. Select Configure at the bottom-right of the issue.

  3. Under the Agent view tab of the request type configuration page, select the View issue screen link.

  4. On the Configure Screen page of the issue type, hover over the fields that you don’t want to display on the issue view and select Remove.

Modifying the screen allows you to add or remove a field once, and the changes will flow through to multiple request types sharing the same issue screen. Learn more about configuring field layout in the issue view.

Last modified on Apr 6, 2021
Cached at 11:04 PM on Apr 14, 2021 |

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