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How can we have different customized screens for agent and customer portal

Krishan Kumar Jha

We have different request types under a project and each request type will have a different screen for customer portal and agent portal as well.

I have created a single screen for the project and choose fields for each request type but can not have customized screens for agent portal.

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Nic Brough -Adaptavist-

This can't be done. The customer and agent portals are the same thing.

Krishan Kumar Jha

I tried but customer and agent portals are different for me in JIRA service desk.
I can not customize the agent portal.

Can we hide the resolution, priority, label and components fields from agent portal?
If yes please suggest the steps involved.

Nic Brough -Adaptavist-

No, they're not. The customer and agent portals are the same thing.

I suspect you are mixing up "screens" with "portals". The portal is the view a customer or agent sees when they are creating or looking at requests.

Behind a request, there is an underlying Jira issue, which the customer does not see. The agent works with the issue, and the screen is one part of the things that define what fields are on an issue.

If you're not using priority, labels or components on your issues, then yes, remove them from the screens (bear in mind you must NOT do this if you are using them on the portal, because that would make it impossible for the request to work). Editing a screen has no effect on the customer portal, and customers do not get a view of the screen.

Do not hide resolution, you need it for Jira to report correctly.

Krishan Kumar Jha

Can you please let me know if i can't hide resolution, then how can i have customized values for resolution field for each project?
As far as i search there is a way to add new values to the resolution field but there is no way to limit the values of resolution field to certain options for each project.
Please guide

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