Can we add custom filters (e.g., Created Date, Priority) to the JSM Customer Portal Requests view?

[Rosemary Hiraldo]

Hi everyone,

I’m trying to enhance the usability of the customer portal Requests view in Jira Service Management, and I’ve run into a limitation around filtering.

As an admin, I can go to:

Settings → Products → Jira Service Management → Configuration → Help Center → Requests → Edit list view

From there, I can configure which columns are visible (e.g., Type, Reference, Summary, Status, etc.).

However, it seems like the filter dropdowns themselves are fixed (e.g., Status, Request type), and I’m not able to add additional filters such as:

• Created date (e.g., last 7 days / custom range)
• Priority
• Assignee
• Custom fields

From what I’ve read, this appears to be a known limitation, but I wanted to confirm with the community:

1. Has anyone found a workaround to add more filtering options in the portal?
2. Are there any apps or extensions that enable this kind of functionality?
3. Is this something Atlassian has on the roadmap?

The goal is to make it easier for customers to navigate and manage large numbers of requests without needing access to the full Jira interface.

Thanks in advance for any insights!

[Trudy Claspill]

Hello @Rosemary Hiraldo 

Welcome to the Atlassian community.

No, it is not possible to add custom filters to the portal with only native JSM functionality. It may be possible with the addition of a third party app. Are you willing to consider a third party app?

[Trudy Claspill]

FYI there are open change request to which you can add your vote:

https://jira.atlassian.com/browse/JSDCLOUD-5442

https://jira.atlassian.com/browse/JSDCLOUD-4090

https://jira.atlassian.com/browse/JSDCLOUD-10430

https://jira.atlassian.com/browse/JSDCLOUD-3424

Using the following search of the Atlassian Marketplace:

https://marketplace.atlassian.com/search?query=filter%20portal&product=jira-service-management&hosting=cloud

...I found a few apps that might suit your needs.

https://marketplace.atlassian.com/apps/1219230/advanced-portal-reports-for-jira-service-management?hosting=cloud&tab=overview

https://marketplace.atlassian.com/apps/1219647/my-requests-extension-for-jira-service-management?hosting=cloud&tab=overview

I have not tried either of these apps. There may be other apps that will also suit your needs.

[Elitsa Velikova _Nemetschek Bulgaria_]

Hi @Rosemary Hiraldo,

You’re right - this is a current limitation in JSM customer portal.

You can partially customize the columns in the request list, but the filters are fixed and there isn’t really a native workaround for adding more.

If you need more flexibility, you can have a look at Marketplace apps. For example, our app Advanced Portal Reports allows customers to filter requests by additional Jira fields (including custom ones), use more columns, export data, etc., which helps a lot when dealing with larger sets of requests.

Cheers,

Elitsa

[Arkadiusz Wroblewski]

Hello and welcome @Rosemary Hiraldo 

Probably this one should be good: https://marketplace.atlassian.com/apps/1219647/my-requests-extension-for-jira-service-management 

There was plenty Feature request about that but well, still not here.