The Edit Helpdesk Ticket screen allows you to specify the layout of the Helpdesk ticket form by sequencing or hiding system-defined fields:
To specify the order in which fields will appear on the Helpdesk ticket, enter Sequence values for each field. The Sequence values determine the order in which the fields will be listed on the form. (The field marked Sequence 1 is listed first, Sequence 2 is listed second, etc.)
To remove a user-defined field from the ticket form, click the Delete icon next to the field name.
To "remove" a system-defined field from the ticket form, place a tick in the Hide checkbox for that field. Technically, this does not remove the field from the database, but it does hide the field on the entry form. Note that not all system-defined fields can be hidden.