By default, it is not possible to hide unused fields in the Change ticket. However, you can hide certain fields using Business rules by following the steps below,

  1. Go to Admin > Service Management > Helpdesk Settings > Business Rules and Forms.
  2. Click on Create New Rule and select Change from the dropdown.
  3. Give a name for the rule and fill in the other property fields.
  4. Add the condition for the rule.
  5. Under Actions, choose Hide and then select the unused field from the list of options. Let's consider Impact as an example field that needs to be hidden.
  6. Save the rule.

    Hiding unused default fields in a Change
    You can now test it out by creating a new Change request and ensuring the specified field is hidden.