Configuring Layouts Configuring LayoutsiSupport includes default layouts for the entry screens used by support representatives, the display and submit screens used by customers on the mySupport portal, and for the mobile HTML5 interface. Use the Layouts screens to modify these layouts and/or create new ones with fields and tabs that are specific to your company.
Note that Mobile Layouts and Settings screen to create layouts for the mobile HTML5 interface. Note that mySupport Customer layouts will appear when the customer clicks the View Complete Profile button in the Account Settings screen on a mySupport portal.
You could create layouts based on different types of users, different types of work, etc.
You can assign different layouts to different asset and configuration item types, and you can assign different incident, problem, and change layouts to support representative groups, customer groups, categories. For incidents and changes, you can assign different layouts to templates and hierarchy templates. More than one layout may be applicable to incidents, changes, and assets; for example, if a layout is associated with the logged in rep's primary group as well as with the selected category for an incident. Use the Order of Precedence link on the those list screens to specify which layout to use when more than one reference is applicable.
Configuring Rep Work Item and mySupport Screen Layouts