Service Desk - can I edit the RAISE an ISSUE form and add additional fields?

[Risa Brodeur]

RAISE an ISSUE has limited fields - would like to expand to reduce the diting required AFTER issue is created.

[Andy Heinzer]

You can customize the customer portal to add some certain field types to the request types.  But to do this, you typically first have to add the field to the screens of that specific issue type.

From there you can then follow the steps in Configuring request types and workflows in order to select which fields that exist on the screen that should then also exist on the specific request type that is seen by the customer in the customer portal.

Please note that not all field types can be included to show on a request type.  These are explained in more details at the bottom of that page in the section called Hidden fields and unsupported fields.