Uploaded image for project: 'Jira Service Management Cloud'
  1. Jira Service Management Cloud
  2. JSDCLOUD-10354

Allow more customisation options to admin for Agent View (issue view) layout

XMLWordPrintable

    • Icon: Suggestion Suggestion
    • Resolution: Unresolved
    • Issue View
    • None
    • 2

    • Our product teams collect and evaluate feedback from a number of different sources. To learn more about how we use customer feedback in the planning process, check out our new feature policy.

      Summary:

      Currently, the agent view (issue view) layout is broken into four sections:

      • Customer request form
      • Descriptions fields
      • Context fields
      • Show more (hidden when empty)

      (You can find more details about each section here.)

      Any fields which the customer submits through the portal form, always appear at the Customer request form section i.e. at the top central panel. These fields cannot be moved to other sections.

      Suggestion:

      Ability to move fields collected in “Customer request form” to other sections like Context fields or Description fields in Agent View (issue view) layout.

      Workaround:

      There isn’t any good workaround for this.

            [JSDCLOUD-10354] Allow more customisation options to admin for Agent View (issue view) layout

            Julian Smith added a comment -

            Splitting the customer view and internal view settings would be a decent way to solve for this issue. I think adding a separate tab when configuring the request form/issue view would be a solid solution without dumping tons of resources into restructuring service management projects as a whole, provided the back-end code is clean enough to do so.

            Julian Smith added a comment - Splitting the customer view and internal view settings would be a decent way to solve for this issue. I think adding a separate tab when configuring the request form/issue view would be a solid solution without dumping tons of resources into restructuring service management projects as a whole, provided the back-end code is clean enough to do so.

            Ward DIJKHUIS added a comment -

            Would love to see some more flexibility in the agent issue view. 
            With a lot of fields it is a pain to get a proper overview of the issue and seems like a total mess compared to our old server view.

            New agent view: 

            Old agent view: 

             

            I can definitely see improvements in the new view, however some flexibility to create tabs with other fields would be great. Tabs do not make sense with only Description fields, I'm not sure anybody would use so many description fields tabs would make sense this way.

            I am also very curious whether 'Redesigned ticket view' (as mentioned in the Cloud Roadmap for Q3-Q4 2021) would do anything to tackle this issue.

            Ward DIJKHUIS added a comment - Would love to see some more flexibility in the agent issue view.  With a lot of fields it is a pain to get a proper overview of the issue and seems like a total mess compared to our old server view. New agent view:  Old agent view:    I can definitely see improvements in the new view, however some flexibility to create tabs with other fields would be great. Tabs do not make sense with only Description fields, I'm not sure anybody would use so many description fields tabs would make sense this way. I am also very curious whether 'Redesigned ticket view' (as mentioned in the Cloud Roadmap for Q3-Q4 2021) would do anything to tackle this issue.

              Unassigned Unassigned
              3d70865c1864 Alim A.
              Votes:
              29 Vote for this issue
              Watchers:
              24 Start watching this issue

                Created:
                Updated: