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New Issue View - Issue Layout

I apologize if this has been asked but I have searched to no avail.

In the configuration of the new issue view (issue layout), I have Agent View, Request Form and Workflow Statuses tabs.

In the Agent View there is a 'Customer Request Form' section (which has the summary and description fields) followed by Description fields and then context fields. Why is the 'Customer request form' locked in the Agent View? For my agent view - I want to provide description and context fields after the Summary and before the Description fields but do not want this to impact my customer view (request form) on the portal. 

I did post this request in JRACLOUD-70555 but no response yet. 

Can someone assist me with this issue or point me to some documentation on this? When watching the videos and reviewing documentation the issue layout screen shots did not have this 'Customer request form' section anywhere. 


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