Review and modify your work item layout

The work item view is what your agents see after a request is submitted and becomes a work item in Jira Service Management. The fields on the work item view are only visible to your agents, and include description fields that your agents use to log information, and context fields that provide details so your team to group, filter, and report on work items.

Agents are able to add additional fields to their work item view outside configuration under the More fields tab. These fields are added under Hidden when empty when configuring a request type under theWork item view tab by admins, and stay hidden unless values are entered. Learn more about configuring the work item view for a request type.

Modify the work item view on a request type

To prevent specific fields from showing on work items:

1. From your service project, select Project settings, then Request management, then Request types.

2. Select the request type you want to customize.

3. Select the Work item viewtab.

4. Drag and drop any fields from the Description fields, Context fields, or Hidden when empty sections into the field panel.

5. Select Save changes.

Modify the work item view for all request types that share a work type

Request types are associated with work types that link to the relevant screens in service projects. For example, the request type Fix an account problem is a Service Request work type that uses the Request Fulfilment View/Edit Screen. Modifying the screen allows a Jira admin to add or remove fields, with these changes flowing through to any request types that share the same work item screen.

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

1. From your service project, select Project settings, then Request management, then Work types.

2. Select the work type you want to customize.

3. Select Fields in the top right corner.

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

   1. Any changes you make to a screen may impact request types in other service projects that also use that screen. Check the SHARED BY link to see what other service projects may be impacted.