Request Participant Field in Work Item View

Question

I understand the request participant screen being hidden in the portal and when using the request type view, however, I would like for it to be viewable in the work item view so that when receiving incoming calls agents are able to add request participants on initial ticket creation. Below are screenshots of my current screen configuration.

Is it possible to make this field show?

I would also like to note that there is no Space Settings > Work Items > Layout available. There is Space Settings > Request Management > Work Item Types.

Ashleigh_nphxrj · Answer

John

Thank you for the reply.

Here's a little more information on what I am trying to accomplish.

We have 2 customer types - Office Personnel and Store Personnel

Each have their own request types linked to the same Work Item Type - Incident - which has all incident fields required for both as part of the screens but different request form layouts and all excess fields are set to "Hidden When Empty" or just removed from the work item view based on the request type.

I currently have a form that is Hidden from Portal for the screens that are in the screenshots above. This is for incoming calls so the agents will need to use the Work Item View in order to have the Tabs to separate the different customer specific fields. Currently it only shows 3 tabs but there will be 4 as there will be a Tab for Contact Information, Office Details, Store Details and Priority. Using the request view would put all those fields on one screen which is the opposite of what we want for this incident type.

John Funk · Answer

Hi Ashleigh - Welcome to the Atlassian Community!

If you use a shared Form for internal and external users, then the field will show up to both. If that's okay, then go to Space Settings > Request types and click on the Request type. This take you to the built in Form.

Click in the Search box in the top right and search for Request Participants. You should then be able to add it to your form.