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Help Center tickets window not customizable

Kumar Sumant

Dear team,

We have the support portal that we have recently activated, but the window to see the ticket details is not customizable. I have tried everything I could.

We have four custom fields that we wanted to be visible on the portal to the customers, as they are very crucial for customer knowledge.

Please let us know either how to, or please help me do that at te earliest.

Thanks and Regards

Accepted answers

Nic Brough -Adaptavist-

To make fields visible to the customer, you need to make sure the fields are available on the issue (which is the tracking item behind the requests), then you can add them to the request that the customer will work with in the portal.

Go to the project that the portal is for and hit project settings and work your way through the screens and fields settings to make sure the fields you want are on the issue create and edit screens.

Then go back to project settings and look for "request types", click on the one you want to amend the fields for and hit the "request form" tab. You'll find all the fields on the create/edit screen can be added to the requests there.

Joseph Chung Yin

@Kumar Sumant -

I agreed with what @Nic Brough -Adaptavist-suggested.

In addition to what he stated, here are some other information for you -

Once you have expose your fields in the Request Form, you will see those fields in the Portal UI for your customer. However, all of those fields will only be listed in the "Details" section in the portal UI after the issue is created.

So for your customers and your team viewing the issue via the Portal UI, one may need to scroll down to the bottom of the issues to see the "Details" section.

Example -

Hope this helps

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

All comments

Nic Brough -Adaptavist-

Go to the project that the portal is for and hit project settings and work your way through the screens and fields settings to make sure the fields you want are on the issue create and edit screens.

Joseph Chung Yin

@Kumar Sumant -

I agreed with what @Nic Brough -Adaptavist-suggested.

In addition to what he stated, here are some other information for you -

So for your customers and your team viewing the issue via the Portal UI, one may need to scroll down to the bottom of the issues to see the "Details" section.

Example -

Hope this helps

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Kumar Sumant

Hi, Thank you for your suggestion and time.

But I am still not clear on how to, as the task I am asking for is after the ticket is logged.

I don't intend on changing the request form, that part is already sorted. what my intent is after the ticket has been logged the client can view the ticket through their ID and can check the status or changes or updates. But once the ticket has been closed from the backend, I intend to show the client the RCA/CA and PA for that issue, which is custom fields that we have added.

Please suggest something accordingly or excuse me if my understanding is incorrect.

Kumar Sumant

Hi, Thank you for your suggestion and time.

Nic Brough -Adaptavist-

The same answer applies - you'll need to add the fields to the request if you want the customers to see them.

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