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How to customize Customer Portal visible fields

unknown

Hi everyone.

I've been testing JSM recently, but we're facing some limitations on what we can show to our customers/agents.

Here's what we need to show to our customers: attachments, SLA, assignee and linked issues.

I've searched everywhere in the Help Articles, but couldn't find any way to do it.

Can you guys help me out?

Thanks!

Accepted answers

Hernan Halabi - Elite IT Consulting Group

Hello @[deleted]welcome to the community.

Check the app below. I'm pretty sure it's what you are looking for and more

https://marketplace.atlassian.com/apps/1212161/extension-for-jira-service-management?hosting=cloud&tab=overview

Angélica Luz

Hello @[deleted],

Welcome to Atlassian Community!

When it comes to portal configuration, there are still some limitations. The SLA, for example, it’s not possible to show it in the portal the same as the Linked issues. These fields are only visible to internal users.

There are feature requests suggesting the implementation of this ability:

Regarding the assignee, it’s possible to show this information on the requests page:

Screen Shot 2021-04-12 at 11.59.57.png

Attachments are visible for customers on each ticket. All attachments added in a public comment will be available for them.

If you have any other questions regarding this matter, please let us know.

Kind regards,
Angélica

All comments

Hernan Halabi - Elite IT Consulting Group

Hello @[deleted]welcome to the community.

Check the app below. I'm pretty sure it's what you are looking for and more

https://marketplace.atlassian.com/apps/1212161/extension-for-jira-service-management?hosting=cloud&tab=overview

Katarzyna

Thank you @Hernan Halabi - Elite IT Consulting Group for mentioning our app! I'm product owner of Extension. I can confirm that it allows you to display attachments, SLA, and linked issues on the side panel on the Request Details View. It also provides two huge features: Dynamic Forms and Bundled Fields.

If you, @[deleted], have any questions, don't hesitate to ask me via our customer portal.

Kate

Angélica Luz

Hello @[deleted],

Welcome to Atlassian Community!

There are feature requests suggesting the implementation of this ability:

Regarding the assignee, it’s possible to show this information on the requests page:

Screen Shot 2021-04-12 at 11.59.57.png

Attachments are visible for customers on each ticket. All attachments added in a public comment will be available for them.

If you have any other questions regarding this matter, please let us know.

Kind regards,
Angélica

unknown

Thank you, everyone.

All the awnsers have been helpful.

We're analyzing the options

Katarzyna

In case of Requests View, we have also a dedicated solution called My Requests Extension. This app provides a separate page (due to technical limitations from Atlassian side) with Requests list. The list of all supported fields can be found in our documentation. We released support for SLA today! Column with linked issues is in our backlog.

Kate

Elitsa Velikova _Nemetschek Bulgaria_

Hi,

The Advanced Portal Reports. app will allow you to show any standard or custom field on the Customer view in the portal and it also provides your customers (portal users) with a table report where they can see, search, filter and export all their Jira Service Management tickets, including many additional details (incl. attachments, SLA, assignee and linked issues, etc.), with a very simple UI. If it sounds helpful you can try it free for 30 days.

Greetings,

Elitsa

Julie d_Antin _Elements_

Hello,

Natively within Jira Service Management, there are limitations on customizing the fields visible on the customer portal. For example, fields like SLAs, assignees, or linked issues aren’t displayed by default, which can make it challenging to provide customers with the full context of their requests.

To overcome this, I’d recommend trying our app, Elements Overview, which is designed to help you tailor what customers see on the portal. With Elements Overview, you can:

Display SLA metrics such as "Time to Resolution" or "Time to First Response" directly on the portal.
Show related issues like blockers, duplicates, or dependencies, giving customers a complete picture of their request.
Customize the layout to include only the information that’s relevant to your customers, ensuring clarity without overwhelming them.

I've attached a screenshot for you to get an idea of how it could work in the context of an onboarding process:
Screenshot 2025-01-21 at 15.14.32.png

If you’d like to explore how it can enhance your customer portal, feel free to give it a try. And of course, our support team is here to help with any questions or setup guidance!

Kind regards,

Julie

Mohammed Shakhib

This topic has been locked because the thread has become a bit dated. If you’d like to keep the conversation going or have any more questions, feel free to start a new topic. You can read more about necro posting (“raising threads from the dead”) in our Community Guidelines .

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