How to add a field that is viewable in the customer portal when customers view their requests?

[Jericho Sison]

Hi! I want the “Due Date” field to be viewable in the customer portal when ticket requestors view the tickets they raised. Is there a way to add this to their view?

[Trudy Claspill · Accepted solution]

Hello @Jericho Sison 

Do you want the field to be editable by the customer when they are submitting their request, or only visible in the portal after the request is submitted?

If you want the field to be editable by the customer, simply add it to the Request form.

Making a field visible after submission is not possible with only native functionality currently. There is a change request about that though to which you can add your vote.

https://jira.atlassian.com/browse/JSDCLOUD-4328

If that is what you want, are you willing to acquire a third party app to fulfill that requirement?

[Jericho Sison]

Hi I want them to edit it after the submission. 

Basing on this suggestion, I'm also assuming that customers cannot change the status of the ticket if they wanted it to pass it back to us?

[Trudy Claspill]

Hello @Jericho Sison 

Native JSM functionality allows customers to edit data through the customer portal after submitting the request only through the use of Forms. Refer to

https://support.atlassian.com/jira/kb/how-to-allow-customers-to-edit-the-jira-fields-of-their-portal-request-using-forms/

You can allow customers to transition items through the customer portal. Refer to

https://support.atlassian.com/jira-service-management-cloud/docs/show-a-workflow-transition-in-the-portal/

[Jericho Sison]

Hi @Trudy Claspill - sorry I think I narrated my use case incorrectly. I want our agents to fill out the due date in the ticket details and that due date will reflect in the ticket in the customer portal.

[Trudy Claspill]

Hello @Jericho Sison 

Then I would go back to my original reply:

Making a field visible after submission is not possible with only native functionality currently. There is a change request about that though to which you can add your vote.

https://jira.atlassian.com/browse/JSDCLOUD-4328

If that is what you want, are you willing to acquire a third party app to fulfill that requirement?

[Wajdi from VIP_LEAN Solutions]

Hi @Jericho Sison 

I hope I understood your question correctly, if not please apologize:

If you're open to third-party apps, Atlassian recently added support for behaviors in the JSM Portal (Preview Stage). In this app (or any other behavior app), you can hide the "Due Date" from the create portal request form, and once it is filled in by the agent, it is displayed to the customer portal view. I tested this use case, and it is working well.

Here is an article about all possible features:
https://community.atlassian.com/forums/App-Central-articles/Bringing-Dynamic-Field-Behaviours-to-the-JSM-Customer-Portal/ba-p/3231448


But eventually, this OOB feature can support your case (If you accept a preset value).

Best, Wajdi