Capturing the right information for service requests from your customers

In this recipe, we will explore how to customize the screen and field layout for different request types so that you can capture the necessary information from your customers and help your agents to resolve issues quickly. We will also look at setting up different screens and fields for agents so that they can capture additional information independently from the customer's view.

How to do it...

To configure the field layout for the customer portal, perform the following steps:

1. Browse to the service desk to customize the field layout.
2. Click on the Project settings option in the lower-left corner.
3. Select the Request type option from the panel on...