Customization of the customer portal

Question

Hello,

We have customized the customer portal based on a service catalog.

We have also configured the various request forms.

However, the customer can only see a few fields in the portal and, more importantly, cannot update them.

For example, we have a “Severity” field that they modify according to the urgency of the situation.

Is it possible to display more fields?

Is it possible to modify them after creation?

Thank you for your help.

Elitsa Velikova _Nemetschek Bulgaria_ · Answer

Hi @Marine DURET ,

This is a known limitation in Jira Service Management and a common reason why teams struggle to enable true self-service on the customer portal.

More fields can be shown only if they are added to the request form.

Editing fields after request creation is not supported natively in JSM - customers can only comment or add attachments. Or, you could leave the form open for editing.

This gap is exactly why we’ve been building apps focused on self-serving directly from the portal:

Advanced Portal Reports – gives customers visibility to additional fields from Jira, advanced search options, filtering, and exports of their requests from the Help Center.

Modify My Request – lets portal users update selected fields (e.g. Severity) on existing requests.

Both are designed to reduce agent involvement and keep everything inside the portal.

Hope this helps!

Cheers,

Elitsa

Dave Mathijs · Answer

Hi @Marine DURET

Custom fields that are not part of the request type (create screen) cannot be edited by a customer. Fields that included in the request type cannot be edited after submission of the support request.

Normally, the customer does not determine the severity/priority of a ticket directly.

Severity can be calculated based on impact x urgency matrix (via Automation) as entered by the customer upon submission of the support request.