---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Assign or Resolve dialog box

# Configure the Assign or Resolve dialog box for an incident or change request in Service Operations Workspace {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Customize the fields displayed in the Assign and Resolve dialog box for an incident in Service Operations Workspace. Customize the fields displayed in the Assign dialog box for a change request in Service Operations Workspace.

## Before you begin

Role required: admin

## About this task

Important:  
* For an incident, you can customize the fields in the Assign and Resolve dialog boxes.
* For a change request, you can customize the fields in the Assign box.
* Only the fields that are configured in the Service Operations Workspace view can be added to the Resolve or Assign dialog boxes.
* Any pre-configured client scripts and UI policies configured for the customized fields are also applicable on the Resolve or Assign dialog boxes.
* The fields in the Assign, Reassign and Resolve dialog boxes do not support field decorators.
{#configure-assign-resolve-modals-incident__ul_gqr_wg4_xyb}

## Procedure

1. Configure the Assign dialog box.
   1. Open an incident or change request in Core UI.
   2. On the incident form or the change request form, select the additional actions icon (![Additional actions icon]()) on the header.
   3. Navigate to ViewSOW Assign Modal.  
      The record is opened in the SOW Assign Modal view.
   4. Select the additional actions icon (![Additional actions icon]()) on the header.
   5. Navigate to ConfigureForm Layout.
   6. Move the required fields from the Available list to the Selected list.
   7. Select Save.
   {#configure-assign-resolve-modals-incident__substeps_lk2_32s_xyb}
2. Configure the Resolve dialog box.
   1. Open an incident in Core UI.
   2. On the incident form, select the additional actions icon (![Additional actions icon]()) on the header.
   3. Navigate to ViewSOW Incident Resolve Modal.  
      The record is opened in the SOW Incident Resolve Modal view.
   4. Select the additional actions icon (![Additional actions icon]()) on the header.
   5. Navigate to ConfigureForm Layout.
   6. Move the required fields from the Available list to the Selected list.
   7. Select Save.
   {#configure-assign-resolve-modals-incident__substeps_s4c_ffs_xyb}

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