In this recipe, we will look at how to customize the screen and field layout for different request types so that you can capture the necessary information from your customers and help your agents in resolving issues quickly. We will also look at setting up different screens and fields for agents so that they can record additional information independently from customer's view.
Perform the following steps to configure the field layout for the customer portal:
- Browse to the service desk to customize the field layout.
- Click on the Project administration option on the lower-left corner.
- Select the Request type option from the panel on the left.
- Click on the Edit fields link for the request type to configure.
- Click on the Add a field button to add fields to the portal. If you do not see the field you want to add, make sure the field is added to the appropriate screen used by the project.
To customize the field layout for agents, you need to configure the screens used for the service desk project. You can refer to the recipe: Setting up customized screens for your projects in Chapter 2, Customizing JIRA for Your Projects, for detailed information. The most straightforward method is to:
- Select the Screens option from the panel on the left.
- Click on the screen for the View Issue operation.
- Search and add the fields that you want to the screen. Fields you add this way will not be shown to customers unless you specifically add them to the request type, as outlined earlier.
The JIRA Service Desk project's field layout is powered by JIRA's screen configurations, which include screens, screen schemes, and issue type screen schemes. For the customer portal, JIRA Service Desk provides a simplified version of the screen used by the Create Issue operation to keep the user experience smooth. This is why, for you to be able to add a field to a request type, the field must first be added to the Create Issue operation screen.
For the agent' view, JIRA Service Desk makes full usage of JIRA's screen and field management features, so you can set up different screens for the Edit and View Issue operations.