Request Details View Customization Use Case

Exemplary configuration of fields with additional request details displayed in Request Details View

Objective

The aim of the following Request Details View configuration is to give the reporter an optimal overview of what’s being done to resolve their request related to office supplies.

Example

Exemplary request in Request Details View presenting the Use Case configuration of fields with request details.

Display SLAs

Steps

To configure display of SLA metrics:

1. Go to Project settings.
2. Click Request details extension to open the Request Details View configuration.
3. In the Show SLAs section:
   • Select Time to first response under Metric.
   • Select Desktop/Laptop support, New mobile device, Request new hardware, and Request new software under Request types.
   • Select Apply to all under Jira groups.
4. Click Add.

Result

The Time to first response SLA metric will be displayed in Request Details View of the selected request types. It will be visible to all Jira groups.

Display Additional Details

Steps

To configure display of additional request details:

1. In the Show fields section, select Watchers under Field.
2. Set request types for which Watchers should be displayed by selecting Desktop/Laptop support, New mobile device, Request new hardware, and Request new software under Request types.
3. Click Add.
4. Select Assignee under Fields and Apply to all under Request types.
5. Click Add.
6. Select [CHART]Date of First Response under Fields and Apply to all under Request types.
7. Click Add.

Result

Watchers will be displayed in Request Details View for the selected request types. Assignee and Date of First Response will be visible in Request Details View for all request types.

Display Attachments

Steps

To configure display of attachments:

1. In Show attachments, select the following Request types:

• Desktop/laptop support
• Emailed request
• Fix an account problem
• Get IT help
• New mobile device
• Onboard new employees
• Report a system problem
• Request new hardware

Result

Attachments will be displayed in a dedicated panel in Request Details View for the selected request types.

Display Related Issues

Steps

To configure display of related issues for the Request new hardware request type:

1. In the Show issue links section:
   • select Request new hardware in Request Types.
   • select Related in Types of links to specify what link type will be displayed.
   • select Apply to all in Jira groups.
2. Click Add.

Result

The selected type of related issues will be displayed in Request Details View for the Request new hardware request type. It will be visible to all Jira groups.