How far can the Customer Portal be customized

Question

Hi,

We are just beginning to use Service Desk.

We have some customers asking to see additional information on their customer portals. For instance, the agent the issue is assigned to (I believe this is not possible), the date of the last update, the last comment. They can get the last two pieces of information by drilling down into the specific issues, but is it possible to expose this in the summary view in the portal?

Another question that has arisen is whether there is a way to provide column sorting of the issues in the portal summary view?

as anyone identified a way to achieve any of these?

Thanks

James

Andy Heinzer · Accepted Answer

As a general answer (to the title of this post), there is some customization that can be done to the layout of the customer portal, but this is limited in nature.  The ways you can change certain aspects is explained better in Configuring the customer portal.

In regards to the specific questions:

At least within the native code of Service Desk, it is not possible at this time for the customers in the portal to see the assignee of an issue.  There is an existing feature request for this in https://jira.atlassian.com/browse/JSDSERVER-328

In the comments of that feature request it appears that a few different users have found the use of a 3rd party plugin called Automation lite for Jira could be used to help show the assignee.

As for the sorting of issues in the customer portal, this also is not possible at this time with Service Desk alone.  The existing feature request for that is in https://jira.atlassian.com/browse/JSDSERVER-357

But again, the commenters in that feature request have noted a few different possible workarounds.

One of these is the Ultimate Theming for Jira Service Desk.

Another user posted a related community thread on his customized solution using Scriptrunner in https://community.atlassian.com/t5/Jira-discussions/Enhancing-customer-portal-via-scriptrunner-and-userscript/td-p/721679

I hope this helps.

Andy