Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal


  • Give kudos
  • Received
  • Given


  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

What is the Bets way to customize the issue layout for agents

I am trying to change the layout that my agents are using to view and handle issues. 

I understand that this is quite limited, so was wondering if someone can recommend on a good app that can address this issue. 



1 answer

0 votes
Jack Community Leader Oct 10, 2020

Are you talking about Queues? “Best” is subjective and it largely depends on many factors that define how your team works. So a bit difficult to say but will give you my view...

  • if you have few agents then create a queue for each. You do t want too many queues.
  • you might consider queues by area, e.g. for IT JSD project: Network, PC, Phone, Employee Actions, etc...
  • in you queues include the fields that are useful to the agent, e.g. those that can be changed within the queue view, e.g. status, assignee
  • include the SLA field as leftmost column and sort by that field so that team/agent is focused on the ones that have or are about to breach 
  • if you employee Escalation in your workflow then include a queue for this and place at the top

Hi Jack 


Thanks for the quick reply! i was actually referring to the actual layout of the page. 

How does the page look, where are the different fields are located and how are they grouped... 

Jack Community Leader Oct 10, 2020 • edited

I assume by page you mean the detailed issue view. That is really subjective. One way is to simply place the most used fields at the top and least at the bottom or even hide the least in the “more fields” area. Another approach is to group like field types: user fields, date fields, qualifying fields, etc.

I recommend interviewing your user base to find out what works for them.

Thanks, Jack.  yes, I am referring to the detailed issue view. However, I do not want to use the regular Jira layout where all of the fields are listed on the right of the screen, but rather change that so they are placed at the top and grouped by different titles. 

Jack Community Leader Oct 10, 2020

Well you can’t accomplish that. You are limited to the confines of how Atlassian has structured the view.

i guess i need to be more specific - sorry. For example, I would like to group a few fields, under ' case details' and place them at the top of the screen Screen Shot 2020-10-10 at 18.52.12.pngas seen in the attached screenshot). 

Alternetavllly, I would like to maybe have a header with the key, type, status, owner. 

Thanks Jack. Are you familiar with any apps that may help with this? 

Jack Community Leader Oct 10, 2020

TBH I am not. However, I’m not sure any exists for cloud. Here is something I found for server - issuelayout-change-the-issue-design 

Not sure if this is available in cloud or not, we are on DataCenter.  We add tabs on the screen definitions and place the fields in those tabs.

One caveat, the tabs aren't visible if there isn't a field on at least 2 of the tabs that are populated.    If there is only 1 tab with fields populated it displays the fields in the details section.  So the view isn't consistent with every issue.

Suggest an answer

Log in or Sign up to answer
Site Admin
Community showcase
Published in Jira Service Management

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

235 views 1 6
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you