Customizing help center ticket fields for customer

[marek_uschanov]

Hi, is it possible to customize fields that are shown for customer in help center for the tickets customer has created? I'm mainly looking to add "assignee" field there, so that customer would know that which agent is processing the ticket.

[Sebastian Krzewiński · Accepted solution]

Hi @marek_uschanov 

Right now it is not possible. There is a ticket in Atlassian backlog for it - https://jira.atlassian.com/browse/JSDCLOUD-328

There are several apps that can do this:

- https://marketplace.atlassian.com/apps/1218221/feature-bundle-extension-for-service-collection?hosting=cloud&tab=overview

- https://marketplace.atlassian.com/apps/1219320/issue-details-for-jira-service-desk?hosting=cloud&tab=overview

Also you can check workaround 2 from above ticket.

Regards,

Seba

[Elitsa Velikova _Nemetschek Bulgaria_ · Accepted solution]

Hi @marek_uschanov ,

This depends on where exactly you want the Assignee to appear in the Help Center.

1. In the request list (the table of all requests)

If you want customers to see the Assignee in the list of their requests, this can be achieved by customizing the request list columns in JSM Help Center. Admins can configure which fields appear there, so adding Assignee is possible in that view.

2. Inside the request details

If you want customers to see the Assignee when they open a specific request, this is currently not supported natively (as mentioned already) and you would need a Marketplace app that exposes additional Jira fields to portal users.

Some apps focus specifically on extending the request view and self-service capabilities of portal users. For example, our app Advanced Portal Reports allows portal users to see additional Jira fields (including Assignee and other operational fields, incl custom ones) directly in the portal but also provides a request overview with filtering and reporting capabilities.

Depending on your use case:

• simple field visibility → some free apps can work

• more advanced request visibility and reporting → apps like Advanced Portal Reports can help

Hope this gives you a few directions to explore.

Cheers,

Elitsa

[marek_uschanov]

Alright, thanks for your answers. This feels so basic customization that its amazing that its not possible.