Field values are not appearing on the customer portal "view" of a ticket

Durell Demartini

We are using Jira Service Management 5.4.5 and we would like to understand how fields that have a value can be displayed on the customer portal view, even if they are not part of the list of fields that are displayed to be filled in by the customer. We don't think it's possible out of the box, but we want to confirm expectations. 

All fields for a specific issue type that we use are on all three screens for that issue type: Create, Edit and View. However, even if these fields have values, the only fields that display on the customer portal "view," are the fields that are added to the request type itself for the customer to populate. 

Is it the case that unless we use a plugin to enhance the customer ticket view experience, that the only way that we can ensure that a field could be present on the portal view is to ensure it's part of the list of fields displayed to the customer on the request type form?

Thanks in advance for your assistance.

 

Stefan Stadler

Hi @Durell Demartini 

I would say your assumption is more or less correct.

The Request Types are different from the Issue Types, where you map the fields on the screens.

Similar to the screen mapping, you also must ensure, that a field is part of the request type. Otherwise, it cannot be shown (same as if the field would not be on the view screen).

As the field must be defined in the Request Type field mapping, I only see two ways of dealing with fields, that should not be shown during creation but maybe later when filled by the engineers:

a) Hide the field and assign a 'preset' value. You could then use an automation to remove those preset values after issue creation. This will remove the preset value also from the request and it will show up again once the field is filled from the engineers.

b) Use an addon, which allows you to define a more logical setup for your fields, such as dependencies based on other fields. One addon I worked with in the past is "Extension for Jira Service Management", which offers Dynamic Forms to achieve exactly that. But there also might be other addons.

I hope this answered your question

Regards,

Stefan