nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Screen with custom field not appearing in customer portal

H K_4o5qpi

Hello,

I have created a custom field and added it to a screen. The screen should be triggered by changing the status of the issue to a certain one. It works in Jira for our agents but unfortunately it is not for our customers in the customer portal. There they get only a field to comment.

Any ideas how to get this to work?

Thanks in advance.

Accepted answers

Andrew Culver

Screens don't display to customers in the customer portal. If you click on the "Configure" link, it tells you this.

All comments

Alexey Matveev

Hello,

Make sure that you checked Show Transition in the Customer Portal option when you designed your workflow.

You can read more in this article (Add transition part):

https://confluence.atlassian.com/servicedeskcloud/configuring-the-customer-portal-732528918.html

H K_4o5qpi

Thanks @Alexey Matveevfor your answer.

The show transition checkbox is checked and customers are able to change the status. They just don't have the related screen with the custom field as you can see at the screenshots below.

Transition Checkbox:

Screen in Jira:

Screen in customer portal:

Andrew Culver

Screens don't display to customers in the customer portal. If you click on the "Configure" link, it tells you this.

H K_4o5qpi

Yes, I noticed this, too. What a pity!

Thanks for your answer.

Prasad Shiraskar

Why is this marked as Solved?

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