Hi Team, We are using Jira Software and Jira Service Management Cloud Premium. We want to allow users who have a Jira Software license but do not have JSM agent access to change the status of their own requests through the JSM customer portal. When the user selects a status-change action, we want a popup screen to appear and display an additional field that the user must complete before submitting the transition. The field could be a text field, dropdown, date field, or another custom field. After the user submits the popup: * The entered field value should be saved to the same JSM request. * The request status should change to the selected status. * The user should remain a customer/portal user without requiring JSM agent access. * The functionality should apply only to requests in the relevant JSM project and respect the appropriate request permissions. Questions * Is it possible to display a Jira workflow transition screen with custom fields in the JSM customer portal in Jira Cloud? * Is there a native configuration or supported workaround using JSM workflows, request types, forms, or Jira Automation? * Are there any free Marketplace apps that support a popup containing editable custom fields during a customer-portal status transition? Regards, Venkat.

Hi @Venkat Jira Admin, Bro there is no native transition screens on the portal, but here is the workaround. * Can custom transition screens pop up on the portal? No. Jira Cloud suppresses transition screens on the customer portal. Only the standard comment box is displayed. Native Workaround (JSM Cloud Premium): * Use JSM Forms + Automation: Add a Form to the request with your required custom fields linked directly to Jira fields. * Transition the issue to an intermediate status (e.g., Pending Requester Info). * Once the customer submits the form on the portal, trigger a Jira Automation rule on Form submitted to auto-transition the issue to the target status. Free Marketplace apps? No. Apps offering transition dialogs on the portal (like Extension for JSM by Deviniti) are paid commercial apps (free only for ≤10 users). Thanks!!

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JSM Cloud Premium – Display a Popup with Custom Fields When a Customer Changes Request Status on the

Venkat Jira Admin

Hi Team,

We are using Jira Software and Jira Service Management Cloud Premium. We want to allow users who have a Jira Software license but do not have JSM agent access to change the status of their own requests through the JSM customer portal.

When the user selects a status-change action, we want a popup screen to appear and display an additional field that the user must complete before submitting the transition.

The field could be a text field, dropdown, date field, or another custom field. After the user submits the popup:

The entered field value should be saved to the same JSM request.
The request status should change to the selected status.
The user should remain a customer/portal user without requiring JSM agent access.
The functionality should apply only to requests in the relevant JSM project and respect the appropriate request permissions.

Questions

Is it possible to display a Jira workflow transition screen with custom fields in the JSM customer portal in Jira Cloud?
Is there a native configuration or supported workaround using JSM workflows, request types, forms, or Jira Automation?
Are there any free Marketplace apps that support a popup containing editable custom fields during a customer-portal status transition?

Regards,

Venkat.

Accepted answers

Shaik Riyaz

Hi @Venkat Jira Admin,

Bro there is no native transition screens on the portal, but here is the workaround.

Can custom transition screens pop up on the portal?
No. Jira Cloud suppresses transition screens on the customer portal. Only the standard comment box is displayed.

Native Workaround (JSM Cloud Premium):

Use JSM Forms + Automation: Add a Form to the request with your required custom fields linked directly to Jira fields.
Transition the issue to an intermediate status (e.g., Pending Requester Info).
Once the customer submits the form on the portal, trigger a Jira Automation rule on Form submitted to auto-transition the issue to the target status.

Free Marketplace apps?
No. Apps offering transition dialogs on the portal (like Extension for JSM by Deviniti) are paid commercial apps (free only for ≤10 users).

Thanks!!

All comments

Robert Hiles

Yes, this is possible natively — no app needed. In your JSM project's workflow, open the transition for that status change and attach a transition screen containing your custom fields; when a customer performs that action on the portal, JSM shows the screen as a popup dialog, saves the entered values to the request, and then completes the status change. Just make sure the transition is available to customers and the fields are in the right field context for that project and request type, and the customer will not need any agent access.

Venkat Jira Admin

Hi @Robert Hiles ,

Thank you for your suggestion. I checked the official Atlassian documentation for Jira Service Management Cloud, and it states that screens do not display when customers perform workflow transitions through the customer portal.

Could you please confirm whether you have tested this specifically in Jira Service Management Cloud, using a customer portal account without agent access, rather than through the Jira issue view or agent interface?

If this works natively in your environment, could you share the exact configuration steps or a screenshot showing a custom field displayed in the customer portal transition popup?

We would like to implement this without a Marketplace app if it is supported natively. Thank you!

Mihai_LeanZero

Venkat, the doc you found is right. Portal transitions ignore validators too.

Tried it on a test site today with a custom field on the transition screen. Popup still only gave "Optional comment". Open request is JSDCLOUD-6677, no workaround listed.

Closest thing is a JSM form. Attach one to the request type with the extra fields linked to Jira fields and turn on "Keep this form open for edits", saving it updates the Jira fields. Or an agent reopens it via Open customer edits > Reopen, needs "Lock this form once it's submitted so only admins can edit" turned off.

Status change would then probably be an automation rule on form submitted. Not tested, same for the forms route end to end.

Arkadiusz Wroblewski

Hi @Venkat Jira Admin

You're correct! Atlassian explicitly confirms that workflow transition screens don't display in the JSM customer portal, even on Premium.

This is tracked under JSDCLOUD-6677 (Gathering Interest).

A native workaround would be to attach an external JSM Form to the request, link its fields to Jira custom fields, and use Automation (Form submitted → Transition work item) to change the status.

It's not a popup, but it achieves a similar result without requiring JSM agent licenses.

https://support.atlassian.com/jira-service-management-cloud/docs/show-a-workflow-transition-in-the-portal/

Best,

Arek🤠🧙‍♂️

Shaik Riyaz

Hi @Venkat Jira Admin,

Bro there is no native transition screens on the portal, but here is the workaround.

Can custom transition screens pop up on the portal?
No. Jira Cloud suppresses transition screens on the customer portal. Only the standard comment box is displayed.

Native Workaround (JSM Cloud Premium):

Use JSM Forms + Automation: Add a Form to the request with your required custom fields linked directly to Jira fields.
Transition the issue to an intermediate status (e.g., Pending Requester Info).
Once the customer submits the form on the portal, trigger a Jira Automation rule on Form submitted to auto-transition the issue to the target status.

Free Marketplace apps?
No. Apps offering transition dialogs on the portal (like Extension for JSM by Deviniti) are paid commercial apps (free only for ≤10 users).

Thanks!!

Venkat Jira Admin

Hi @Shaik Riyaz ,

Thanks for the reply,

Current implementation

We have configured the following process:

A JSM request transitions to an intermediate status, such as Pending Requester Info.
Jira Automation attaches an additional form to the existing request.
The customer opens and submits the form through the JSM portal.
A Jira Automation rule is triggered by Form submitted.
After validating the submission, Automation transitions the request to the next status.

Now, I want to restrict access to editing the additional form to specific users only, rather than allowing everyone to edit it, including the request creator, approvers, and users with view access.

Is there a native Jira Service Management Cloud feature to restrict editing of a particular form to a specific Jira group?

Regards,

Venkat.

Shaik Riyaz

There is no native feature in Jira Service Management Cloud to restrict the editing of a portal form to a specific Jira group.

Portal behavior: Any user with view access to the request (reporter, participants, approvers) can edit and submit an open form on the portal.

Form permissions: The lock/restriction setting in Forms only controls view access for internal licensed users, not granular edit permissions for portal customers.

Alternate Workaround (Automation):
Handle it in your Form submitted automation rule:

Add a User condition: Check if the Initiator (submitter) is in group [Your-Group].
If Yes: Transition the request to the next status.
If No: Do not transition, and add a comment indicating the submission was rejected because the user is not authorized.

Thanks!!

Venkat Jira Admin

Thank you for the clarification and for suggesting the automation workaround.

I understand that Jira Service Management Cloud does not natively support restricting portal form editing to a specific Jira group, and that the Form submitted automation rule runs only after the form has been submitted.

In our environment, we use Jira Service Management Cloud Premium. The authorized users have Jira Software access and JSM customer portal access, but they do not have JSM agent access.

Our requirement is to restrict access to an additional form so that only members of a specific Jira group can edit and submit the form from the JSM customer portal.

Could you please clarify the following?

Is there any way to restrict an additional form to a specific Jira group before submission, so that unauthorized users cannot edit or submit it?
Can this be achieved through form settings, workflow conditions, request permissions, or any other native Jira Service Management configuration?
If this is not supported natively, is there an alternative solution, supported customization, or another approach that can validate group membership before allowing the form submission?
Can we use automation or another configuration to prevent unauthorized users from submitting the form, rather than simply stopping the request from transitioning after submission?

We would appreciate any recommended approach that works with Jira Service Management Cloud Premium and does not require granting JSM agent access to these users.

Thank you for your guidance.

Tintu Paul

In JSM Cloud, Form-level permissions on the portal do not exist. Forms inherit the visibility of the Request Type they are attached to. Native Form settings cannot conditionally hide or lock forms based on Jira group membership.

Tintu Paul

Best Native Solution:

JSM Cloud allows you to restrict Request Types to specific Jira groups.

Dedicated Restricted Request Type

Create a separate Request Type specifically for this sensitive process and attach the additional form to it.
Go to Project Settings > Request Types.
Click the Restrictions / Lock icon on this new Request Type and select your target Jira Group.
Outcome: Unauthorized users will not see this Request Type on the Customer Portal at all, completely preventing them from opening, editing, or submitting the form. Authorized non-agent Jira Software users will be able to see and submit it smoothly.

Shaik Riyaz

No, this cannot be done natively before submission.

No pre-submission restriction: Once an open form is attached and visible on the customer portal, anyone who can view the request (reporter, participants, approvers) can edit and submit it. Jira Cloud does not offer group-based UI/edit restrictions for portal forms.

Workflows & Permissions don't control forms: Workflow conditions govern status transitions, not form widget access. Request security is all-or-nothing at the ticket level.

Automation triggers only after the Form submitted event occurs; it cannot disable the submit button or block unauthorized users from clicking it.

Workarounds:
- Automation.

Keep the Form submitted trigger.
Add a condition: Initiator is in group [Authorized-Group].
If Yes: Transition the request.
If No: Reject the action, do not transition, and add an automated comment stating the user is not authorized.

Restricted Child Request (True Pre-Submission Protection):

Have Automation create a separate, linked child request accessible only to the authorized user/group.
Attach the form to that child ticket so unauthorized portal users never see or access it.
When submitted, Automation syncs the values back to the main request and advances the status

Thanks!!

Olha Yevdokymova_SaaSJet

Hi @Venkat Jira Admin

As Shaik mentioned, transition screens aren’t shown on the portal, so a form plus automation is the realistic route.

Another approach you might consider is Smart Forms for Jira (developed by my team). It works well for this kind of “fill this in before moving on” step:

Create a short form with the fields you need (text, dropdown, date) and map them to your Jira custom fields.
When the request reaches the relevant status, attach the form via an automation rule and send it to the user — they can fill it in right on the request, or you can send them the form link via Smart Values in an automation email.
On submission, the values are saved to the same request, and the status can be updated automatically after the form is submitted.
Use required fields and validation so the step can’t be skipped with incomplete data.

The user doesn’t need a JSM agent licence, and you can use conditional logic to ask different questions depending on which status they’re moving to.

Happy to clarify if you’re exploring this setup or you can check here Enforcing Data Consistency: Make Form Completion Part of the Jira Workflow

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