Salesforce Docs Portal

Customize the Incident Page Layout and Record Page for IT Service

Customize the incident page layout and configure the record page to capture important details for Incident Management.

Required Editions

Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To customize page layouts: Customize Application

To use configuration items in incident records, enable Confirguration Management Database (CMDB).

We recommend creating separate page layouts for incident fulfillers and employees for the incident object.

  1. Customize fields or define new custom fields and picklist values to suit organizational needs.
  2. Add components to the incident record page to view and manage affected and impacted configuration items.
    1. Open an incident record.
    2. From the Setup menu, select Edit Page.
    3. In the Lightning App Builder, drag and drop Related Affected Config Items and Related Impacted Configuration Items components to the desired region on the page.
      These components are available only when Configuration Management Database (CMDB) is enabled.
    4. Click Save.
    5. Click Activate to make the page available in Lightning Experience.
  3. Add the Comments component to the incident record page so that fulfillers can post ticket comments.
    1. Open an incident record.
    2. From the Setup menu, select Edit Page.
    3. In the Lightning App Builder, drag and drop the Comments component to the desired region on the page.
    4. In the component properties, set the default visibility for new comments to Public or Private.
      Fulfillers can change the visibility of a comment before they post it. Set the default that is safest for your team.
    5. Click Save.
    6. Click Activate to make the page available in Lightning Experience.
    Repeat these steps for the Service Request object.
    To post and manage comments, see Add Ticket Comments to an Incident.