---
schema_version: "1"
id: 6e8a2eca419059658f8a212bbda60cf85bbaf70bf72c885f4c9bba2a22854132
title: Customize the Incident Page Layout and Record Page for IT Service
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_inc_customize_inc_pg_layout.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_customize_inc_pg_layout.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 50ef85203b6f285d359353c2798b2243af6f4d74722ccbbf4d170451519ca2cd
description: Customize the incident page layout and configure the record page to capture important details for Incident Management.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# 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

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d104474e72">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d104474e72 ">To customize page layouts:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d104474e72 ">Customize Application</td>

          </tr>
        </tbody>
      </table>

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.
    - To add, edit, delete, and customize object fields, see [Manage Fields for a Specific Object](https://help.salesforce.com/s/articleView?id=platform.viewing_fields.htm&type=5&language=en_US).
    - To add or edit picklist values of object fields, see [Add or Edit Picklist Values](https://help.salesforce.com/s/articleView?id=platform.updating_picklists.htm&type=5&language=en_US).
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](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_manage_inc.htm&release=264.0.0&type=5 "Post ticket comments to record the updates that people deliberately share on an incident, such as a diagnosis, a decision, or a status note. Comments stay in a dedicated thread, separate from system-generated feed activity.").