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Review and modify the issue view layout

In March 2021, Jira Service Management switched to the new issue view. Learn more about the issue view in Jira Service Management.

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 issue view refers to what you see when you look at an individual issue in Jira Service Management, and the below 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.

  • In the previous issue view, fields would only show when they have a value.

  • Now, fields are visible by default, regardless of whether or not they have a value.

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

  • In the previous issue view, fields weren’t shown unless they have a value.

  • Now, fields are hidden under the Show more link unless values have been entered.

These fields are configured under the Issue view tab, under Hidden when empty fields on the request type configuration page. Learn more about configuring the issue view for a request type.

Modify the issue view for a specific request type

This approach is ideal if you:

  • have a smaller service project

  • want to modify the issue view for one request type, without affecting the issue view of the other request types that share the same issue type

To prevent specific fields from showing in the issue view:

  1. From your service project sidebar, select Project settings > Request types.

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

  3. Select the request type you want to customize.

  4. Select Issue view.

  5. Drag any fields from the Description fields or Hidden when empty section and drop them into the right hand panel.

  6. Select Save changes.

You’ll need to do this for each request type that needs modification, but you can configure each request type differently based on your needs.

Modify the issue view for all request types that share an issue type

This approach is ideal if you:

  • have a larger service project

  • want to modify the issue view for all of the request types that share the same issue type

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

You must be a Jira admin to modify screens.

To hide fields for every request type that uses the same screen:

  1. From your service project sidebar, select Project settings > Request types.

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

  3. Select the request type you want to customize.

  4. Select Issue view.

  5. In the bottom right corner, select Make existing fields available.

  6. Hover over any fields that you don’t want to display on the issue view, and select Remove.

    • Note: Any changes you make to a screen may impact request types in other service projects that use that screen. Check the SHARED BY PROJECT link under Configure Screen to see what other service projects may be impacted.

Modifying the screen allows you to add or remove a field once, and the changes will flow through all request types sharing the same issue screen.

Additional Help