Title - Do not change.
Product – Certain workflows and features can be turned on or off by choosing the type of product. For instance, Service Request will use the “Requester” field to populate the Requester’s information whereas Customer Service will use Accounts and Contacts to indicate info about the Contact.
Tickets List Name - Use this field to indicate the title of the list to which these configurations apply. By default, it is “Tickets”, but you may wish to change it to something like “Requests” or “Work Requests.”
Portal Ticket URL –use this field to communicate the portal Ticket Display page URL
Portal KB URL – use this field to communicate the KB page URL