Adding custom fields to client-side Requests list

Question

Hello, guys.

I am struggling with service desk configuration. We have a couple of custom fields in our project for the issues that we are able to see and edit in agent interface. It would be perfect to have an ability to add those to customers view.

Seems that I can configure in "Customize requests list" only from limited number of fields:

TypeReferenceSummaryStatusService projectRequesterCreated dateUpdated dateDue dateAssigneePriorityI could not find a way to add my custom fields there. Please advise.

Carles Oller · Answer

Need this functionality too. We don't find how to add our custom fields to request list

Carles

Katarzyna · Answer

Hey @Ilya Ryabov ,

As I see, you're asking about the My Requests list. By default, you can't add any custom fields to the table. If you need it, you have to use the app, for example My Requests Extension for Jira Service Management which allows you to define which system and custom fields you want to present your customers in the table.

Best regards,

Kate

Walter Buggenhout · Answer

Hi @Ilya Ryabov ,

I am not sure if your project is team-managed or company-managed.

In a company-managed project, you must ensure that the fields you want to add on a request form are first of all added to the underlying screen that feeds the request form.

When configuring the form, you should see a link to that screen as you can see here:

As soon as the fields are on the Create Issue Screen (to refer to the example), you should be able to add them to your request form as well.

Maybe the fields you see from your agent view are on an edit screen (and not on the create screen) or are very special fields (e.g associated with a market place app).

Just keep in mind that those fields will only be available to the customer when they create a new request. An edit option of those fields for existing requests later on is not available out of the box.

Hope this helps!