How to expose a custom field on the Portal view screen that is not on the request entry screen.

Shawn Mahoney

This seems like a pretty basic request.  There are certain fields for an issue that get addressed as a service desk request transitions through the workflow by jira users.  These fields are not something we would request from the customer when they create the request, but would like to expose to them as the issue is being worked.

I don't see any way to create a portal create vs view screen.

Andy Heinzer

Hi Shawn,

There is not a way to currently for customer portal users to view or edit fields within requests after they have been created.   The customer portal is rather limited in regards what users can do in Jira there.  Certainly when creating a new request they could fill out fields that appear on the request, but these are not displayed within the customer portal.

There is a feature request for being able to let customers see those fields in the customer portal after the request creation such as JSDCLOUD-4328

If you wanted those users to be able to edit such custom fields, there is a separate request for this in JSDCLOUD-93

I would recommend watching and voting on this issue if this is something you would like to see in Service Desk Cloud.   I searched through our Marketplace site in order to see if there were any add-ons for service desk that could do this, however I have not been able to find any such plugins that could add this kind of functionality.