Can we add custom filters (e.g., Created Date, Priority) to the JSM Customer Portal Requests view?

Rosemary Hiraldo

Hi everyone,

I’m trying to enhance the usability of the customer portal Requests view in Jira Service Management, and I’ve run into a limitation around filtering.

As an admin, I can go to:

Settings → Products → Jira Service Management → Configuration → Help Center → Requests → Edit list view

From there, I can configure which columns are visible (e.g., Type, Reference, Summary, Status, etc.).

However, it seems like the filter dropdowns themselves are fixed (e.g., Status, Request type), and I’m not able to add additional filters such as:

• Created date (e.g., last 7 days / custom range)
• Priority
• Assignee
• Custom fields

From what I’ve read, this appears to be a known limitation, but I wanted to confirm with the community:

1. Has anyone found a workaround to add more filtering options in the portal?
2. Are there any apps or extensions that enable this kind of functionality?
3. Is this something Atlassian has on the roadmap?

The goal is to make it easier for customers to navigate and manage large numbers of requests without needing access to the full Jira interface.

Thanks in advance for any insights!

 

Trudy P Claspill

Hello @Rosemary Hiraldo 

Welcome to the Atlassian community.

No, it is not possible to add custom filters to the portal with only native JSM functionality. It may be possible with the addition of a third party app. Are you willing to consider a third party app?