JIRA Service Desk lets you set up different field layouts for each request type. The important thing to note here is that, when you are setting up fields for JIRA Service Desk, you are not creating new custom fields (as you would in JIRA Software), you are simply adding and removing existing fields in the request form when customers create a new request. You can think of this as adding fields onto screens. If you want to add a field that does not yet exist, you will have to create a new custom field first, as described in Chapter 5, Field Management, and then make it available in the request form.
Just like with request types, JIRA Service Desk allows you to give a custom display name to the field, independent of the actual field's name. This means that the field can be more informative when displayed to customers. For example, for the JIRA field Summary, you can give it a display name of What is the problem you are having?. As the display name is independent of the field...