Understanding Layouts and Layout Rules

Module layouts control how supported record information is organized for users.

A good layout makes important information easy to find without overwhelming agents with unnecessary fields.

Plan the layout

Identify:

• the most important fields
• the normal agent workflow
• required information
• optional information
• fields used mainly by administrators
• related records users need to see

Logical grouping

Place related fields together.

For example, ownership fields should normally be grouped separately from customer identity or service classification fields.

Field order

Put frequently used and high-value fields earlier in the workflow.

Different operational needs

If the Helpdesk supports multiple layouts, use them only where different business processes genuinely require different record structures.

Test changes

Review new layouts with representative users before wider rollout.

Good practices

Keep layouts stable enough that agents can build familiarity. Frequent unnecessary rearrangement can reduce efficiency and increase data-entry mistakes.

Understanding Layout Rules

Layout Rules add dynamic behavior to record forms. A rule evaluates field data and applies configured actions when its conditions match.

Use Layout Rules when additional information should appear or become required only for a particular support scenario. This keeps the normal record form focused while still collecting the information required by the workflow.

For example, selecting a particular category can reveal an additional field or section needed for that category.

Creating a Layout Rule

Go to Settings > Layouts & Fields > Layout Rules and select the module you want to configure.

Click Add New Rule, enter the rule name and an optional description, and define the condition that determines when the rule applies.

Then configure the actions that should run when the condition matches.

A rule must contain at least one action and can contain up to three actions.

Layout Rule Actions

• Show Fields — displays selected fields when the condition matches.
• Show Sections — displays a selected section when the condition matches.
• Set Mandatory — makes selected fields required when the condition matches.
• Set Value — where supported, assigns a value through the rule action.

Conditions

Conditions use fields available to the selected module and supported by the Layout Rule workflow.

For option-based fields, select the related option value from the Value control.

Custom fields that belong to the module can participate when their field type and configuration support the rule workflow.

Managing Layout Rules

From the Layout Rules list you can:

• open a rule to edit its conditions and actions
• rename the rule and update its description
• activate or deactivate the rule using the Status switch
• delete a rule that is no longer required

The rule status is managed directly from the list and does not need to be changed from the Add or Edit Rule form.

Current Rule Scope

Layout Rules are currently configured at module scope.

The Layout column therefore displays All Layouts. The current rule persistence model does not store a separate layout identifier for each rule.

Good Practices for Layout Rules

Keep each rule focused on a clear business requirement.

Use conditional fields and sections to reduce unnecessary information on the form.

Before activating a rule, verify that its condition, target fields, target sections, and mandatory-field behavior match the intended agent workflow.

After changing a layout or Layout Rule, test the affected record workflow before wider use.