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How to control the display location on fields in Issue View, when they are also used in Request Form

If I put a custom field in my Issue View, i get it displayed on the right side of the field nicely, just like my other custom fields.
This works great for us, as all the fields we should check or fill in, are grouped there together under 'Details'.

However, some of these fields, we would like the Customer to already fill in, in the Request Form in the portal. So far no problem, I can add the field there also, and then the Customer can fill it in.

Where we run into issues, is that once added to the Request form, the field in the issue view also gets displayed on another part of the screen and not under 'Details' anymore where all the rest is. 

Question 1: Is there a way to control where the fields are displayed?
I would obviously like it to still be displayed on the right side under 'details'? Now if we choose that a customer has to fill in a field, the consequence is that it also will be displayed somewhere else on the screen, less visible/noticeable if you're used to having all important stuff on the right side. 


Question 2: In Issue View I have all custom fields under 'Details'. Is there an option to create extra headers/categories here and not just have 'Details'? (I found that I can create several tabs, but I would like to tweak the right side of the screen)

2 answers

0 votes
Petr Laube
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Jun 29, 2023 • edited


I have exact same problem.


Please help ASAP.

I don't think there is a solution and that this is 'working as intended'

(although I don't necesserily agree this is how it should work)

0 votes
Dave Mathijs
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Feb 02, 2023

Hi @AV 

Check your Project settings > Work categories > Service request/Incidents/Problems/Changes > Issue view

Here you can manage the issue view (issue layout) and move fields between Description fieldsContext fields and Hidden when empty fields.

For more info, check our the following documentation article:

Configure the request form and issue view for a request type

Yeah but the problem is that this works if you have the field JUST on the Issue view.
If you have it also on the Request Form, the field won't be visible when managing the issue view because it automatically gets its place due to it being on the Request Form.
It will then also show as one of the fields in the Issue View on the right side that you can put on your form in Description, Context or hidden, with a tag 'SCREEN' next to it, but when I place it in either of those, then it gets removed from the Request Form.



I have exact same problem here. The custom field is exactly where I want it (details panel on the right - issue view)


as soon as enabled on the request form it goes above the description:


Please help ASAP.

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