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Logging a request as an agent


I am trying to understand how an agent in Service management can log a request/incident/change and have the same fields and ordering in place that are in use in the request type in the customer portal.

Currently when you try log a change(for example) as an agent (ie. Create) the ordering and the fields available are not in line with the Customer portal. I guess this is by design and they should be using the Raise a request button rather than create?

Thanks for any help 

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Answer accepted

Hello Nick,

Thank you for reaching out to Atlassian Community!

When it comes to the agent view, it's possible to modify the order of the fields for the create screen, but this is only possible for Classic projects. Next-gen doesn't have the option to modify the screens.

If you are using a Classic project, you can go to Project settings > Screens > Click on Screen Shot 2020-12-04 at 17.42.59.png for the desired issue type and then, click on the name of the screen.

Screen Shot 2020-12-04 at 17.44.17.png

After that, drag and drop the fields to organize in the order that you need. 

Please, give it a try and let us know how it goes.


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