Setting up fields for request type
Jira Service Management 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 Management, 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 to screens. If you want to add a field that does not exist yet, 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 as with request types, Jira Service Management allows you to provide 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 Summary field, you can give it a display name of What is the problem you are having...