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Adding custom fields directly to the popup window

Iris Ayelin_aulp1h

Hey,

When a customer reopens a closed ticket, the default popup window prompts them to provide comments or additional information about the reason for reopening.

Is this popup window support adding custom fields?

We want to request customers to update the 'requested completion date ' and enable the option to attach a file.

Thank you!

Accepted answers

Kate Pawlak _Appsvio_

Hi @Iris Ayelin ,

By default, you can't modify this screen.

But you can achieve it with app developed by my team: Feature Bundle for Jira Service Management. With this app you can select which fields will be displayed on the transition screen on the customer portal. Also thanks to JQL, you can define which fields in which situation will be available. This app is free up 10 users. What's more, this app offers more features, not only this one, so they can be useful in ITSM processes in your company.

I recommend you to try our app (free for 30 days) or book a demo session with us: calendly.com/appsvio.

~Kate

All comments

Hieu_jz6y9b

Yes, you can add more fields to this popup.

The keyword: transition screen, you can make it required or optional also.

Permission needed: jira-administrator

Iris Ayelin_aulp1h

Thank you for your response @Hieu!
I added a new screen with the required field, but it was added just for the Admin side.

My intention was to add the field to the popup windows in the customers portal side

Hieu_jz6y9b

Hi @Iris Ayelin to archive this

You can refer to check the plugin Actions for Jira Service Management

This plugin provides affordability adds transitions/screens to the customer portal.
It's easy to use but needs to consider the cost.

It's only free if your Jira site has below 10 users. At least you can try it in your sandbox environment.

Here is my setup for demonstration, our company using it

Best regards,
Hieu

Kate Pawlak _Appsvio_

Hi @Iris Ayelin ,

By default, you can't modify this screen.

I recommend you to try our app (free for 30 days) or book a demo session with us: calendly.com/appsvio.

~Kate

Iris Ayelin_aulp1h

Hi @Hieu

Thank you for your response.

To clarify, the total count of users is 10 for the entire environment in Jira, right?

This count does not refer to the number of members in a specific project.

Iris Ayelin_aulp1h

Hi @Kate Pawlak _Appsvio_

Thank you for your valuable suggestion.

However, we are currently exploring options to achieve this goal without relying on a third-party solution that would necessitate installation throughout the entire environment.

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