Community
- Command Central
- MVP Program
- Monthly Mission
- Blogs
- Groups
- Events
- Media Vault
Products
- Observability
- Network Management
- Application Management
- IT Security
- IT Service Management
- System Management
- Database Management
Content Exchange
- SolarWinds Platform
- Server & Application Monitor
- Database Performance Analyzer
- Server Configuration Monitor
- Network Performance Monitor
- Network Configuration Manager
- SQL Sentry
- Web Help Desk
Free Tools & Trials
Store

Control Layout of System Fields (New Incident) for Service Agents

When a Service Agent creates a New Incident there are several System Fields that cannot be hidden or re-arranged by an Administrator. Three fields in particular are

Site
Department

We auto populate these values from Entra Provisioning, A Service Agent should never need to change these fields; however, as an Administrator, there is no capability to control where they display on the screen or to hide them from Technicians.

Site and Department fields are dynamically updated by the Requester field.

It would be nice if we could control where they display on the screen, I'd like to place them directly below the Requester to see the relationship between these 3 fields (Requester, Site, and Department). I'd also like the ability to hide these fields from Service Agents that don't need to worry about them.

For me personally I'd like to see New Incident fields (from a Service Agent view) in Order as:

Requester
Site / Department
CC
Title
Description
Category / Subcategory
Assigned To / Priority
Due at
Custom Fields that Dynamically Display which we show based on the sub-category selected