Expose Additional Fields for Service Request Mass Update
You can add the additional out-of-the-box field, Critical, that doesn't appear, by default, in the Service Request form. You can also add custom fields.
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Open Application Composer, and expand the Standard Objects node, and then expand the Service Request object.
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Click Pages, and then in the Landing Page Layouts work area, select Standard Layout, then select Duplicate from the Actions menu.
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Click the Edit icon for the Service Request list.
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In the Landing Page Layout, locate the Configure Mass Update Fields area, and move the fields you want to expose from the Available Fields list to the Selected Fields list.
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Click Save and Close.