How to show internal fields to service desk customer?

Question

Hello everybody,

I need to show service desk customer some fields that are defined by project team. E.g. Priority (not to allow customer to set-up its own priority, but to show our estimation).

Cannot find a solution to do it, has anybody ideas for this?

Maria Sapak · Answer

HI Andre,
thanks for clarification.

Where can I check my service desk version?

Andre Borzzatto · Answer

Hi Maria,

I think that in the newer version of Service Desk (falls under pricing model 2.0) it's not possible, unfortunately, for the customer to view any of the details of the ticket.

However, if your customer is also a JIRA user, not only a Service Desk customer, he can always access the Issue navigator and check the issue information directly.

Also, if you are under the old pricing model, where a customer needs to be a JIRA Service Desk also, then he can refers directly to the issue navigator to check this issue details.

I hope it helps!

Thanks!

Andre