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What are the different sections in the issue view?

For each of your request types, you can change how and where your requests are displayed in the issue view. Request type fields are broken into three sections:

  1. Customer request form

  2. Description fields

  3. Context fields

Learn more about editing a request type.

1. Customer request form

The customer’s submission appears at the top of your issue, and usually begins with a summary of their request. When customers raise a request, they fill in these fields to complete the request form. They can find this form in the help center, or anywhere they can use a form to make a request. For example, customers use the Summary field to give a brief overview of the request they’re making.

After the customer raises the request, this information is displayed to your agents in the issue view.

2. Description fields

Description fields are found below the customer request form fields, and aren’t visible to your customers. Agents can use these fields to add extra information to a request and communicate long-form information to your team members. For example, for a Purchase request with approval, you might want a multi-line field named Reason for approval to add the reason for approval.

3. Context fields

Context fields are found to the right of the customer requests and description fields. These are fields agents use to add supporting information to a request. Most multi-line fields can’t be added here unless they’re hidden in a tab. These fields aren’t visible to customers. For example, an agent could use the Assignee field to assign someone to an issue, add a Due date, or tag the Urgency of the request to help them resolve the request.

4. Show more (hidden when empty)

Found under the main context fields on the right of the issue view, context fields under “hide when empty” on the request type configuration page are hidden under a ‘show more’ section. These fields are displayed on the issue view when they have a value, and are hidden under the show more fields link when they don’t.

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 Jun 9, 2021
Cached at 9:20 PM on Sep 23, 2021 |

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