In the Agent side how do I choose what fields can show/hide?

Question

I have the system labels field and a "Group" custom field in the screen (view, edit) and in the request type area, I've added it like everything else. But for some reason it won't show in the sidebar unless its not null.

Would love to hear thoughts on what I might check out as I feel I've checked everywhere.

Cheers!

Arkadiusz Wroblewski · Answer

Hello @Calvin

The screenshot Nicola shared is for the request form side.

For the agent sidebar specifically, the behaviour you're describing (fields only appearing when they have a value) is actually by design in JSM Cloud. Empty fields are hidden by default in the agent view to keep the sidebar clean. Agents can reveal them by clicking "Pin field" on a field that has a value, or by expanding the hidden fields section at the bottom of the details panel.

This isn't something that can be configured from the admin side unfortunately, it's a fixed UX behaviour. If you want a field to always be visible to agents regardless of whether it has a value, pinning it is the current workaround.

Nikola Perisic · Answer

Hi @Calvin

You need to go to your request type and you will see the layout. Click on three dots of the field that needs to be shown/hidden.

For the field to be Required, check the required checkbox.

For the field to be hidden from the portal check Use preset value and hide from portal.

As a prerequisite, you also need to have your field added to the screen. Each request type has a work item type that is tied to a screen.