Kate Pawlak _Appsvio_ Community Champion

@Chalani De Silva , do you want to have prefilled Summary in service project (on the customer portal or on the Create issue screen) or in software project? Because you created question in the JSM collection and labelled it with jira-service-management but in the question you wrote about Jira software. So I'm a little…

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Forms is a separate feature. They have option to allow making changes in them as Marc mentioned. But if you use only request forms (configuration for request types), your customers don't have option to edit fields. So if in the past you use request forms, you have to reconfigure everything to use Forms.

Hi @Johanna Ott , Customers after creating request can't modify it - they can only leave comments. If you want to add them ability to modify some fields (they don't have to be added to the request form), you can use our Feature Bundle for Jira Service Management. In the customer actions, you can define which fields and in…

Hi @Sachin Guttala , If you need to have field in which specified format is needed, you need to describe it in the field description. Nevertheless, it's only information for users. If you want to be sure that without proper value, ticket won't be created, you need to implement regex custom field. You can find it in our…

Do you have any issue types on level -1 in this project? For example, standard Sub-tasks.

Hi @Lucas Linzmeier , Do you want to create subtasks as agent in Jira or as a customer on the customer portal?

Hi @swapna baswa You can present these values using our app Feature Bundle for Jira Service Management. With this app, you can present all system and custom fields, also linked issues or subtasks. Another option is using Jira automation which copy data from fields and put them as a comment on the portal. Maybe it's not the…

Hi, There is no possibility to define how many users have access to the app (so you have to paid for them). If the app is installed, you have to pay for all users in your Jira instance. On the Atlassian Marketplace is explanation how to count the price: How do I determine my cloud pricing? Apps are billed based on the…

Hi @Sarah Bizewski There is no native configuration to show it. You can use our app Feature Bundle for Jira Service Management to show this information. Of course, this app provides more features which can be useful for your customer portal, like editing requests by customers or customizable banners. Another option is…

It should be available for every plan. If you can't find it, go to Project settings > Features and turn the toggle Customer and organization profiles on.

Hi @Saji , It's available under Directory:

Hi @Travis Gassmann , There is no native possibility to define some default text with tables for fields. You have to use an app for it. You can use, for example, our app Issue Templates Agent for Jira. In the template, you can define your table with all needed formatting options. After that, you can use this template…

Hi @Traci Lock What do you want to clone: issues or configuration? App' marketplace listing (https://marketplace.atlassian.com/apps/1230303/project-templates-issue-templates-for-jira?hosting=cloud&tab=overview) doesn't provide such information. Also, I didn't find anything in documentation. I suggest to contact vendor…

Thanks for screens. I've already requested Atlassian team to look into this issue.

This looks really weird. I was trying to recreate this bug on my instance but everything works correct. I'll recommend you to go to Project settings > Automation and check if there is no automation configured. Also you can explore global automation rules: System > Global automation. If you don't see any automation, I'll…

Hi @Sam , Welcome in the community! Do you have any Jira automation? Go to the Activity tab and check who / what updated your Description field.

Hi @Karl Lewis Unfortunately, there is no native option which allow you to do it. You can create some automations but I'm not sure if it will be easy to maintain it. It depends how many and how complicated issues you want to create. You can use our app Issue Templates Agent. With this app, you can define templates, not…

@nassima.mellouki, welcome in the community. I see that you're a marketplace vendor but you don't have such information next to your name. Please read the guidelines and update your profile: https://community.atlassian.com/t5/App-Central-articles/Atlassian-Community-online-guidelines-Atlassian-Partner-App/ba-p/689723.

Hi @NEGAR JALALIAN You can find all tickets in issue navigator based on customer name and going to every ticket to update Description... Which doesn't sound like a best solution. I see on the Marketplace the app which can be useful for…

@Darryl Lee @Stefan Tichelaar if you need to create the same set of issues all the time when you create a new project, you can use our Issue Templates Agent for Jira. We provide rest api and you can use it in automation in Send web request action. Here it's example how to do…

Hi @Marcel Kampa , You see the Priority field in the center area because it's added to the request form and has value. Unfortunately, modifications on the customer portal are limited. If you want to display the Priority field in the right area, you have to use the app, for example our Feature Bundle for Jira Service…

Hi @Carla Ann K. Rowland Please contact vendor to get help with this issue: https://deviniti.atlassian.net/servicedesk/customer/portal/1/group/-1 Btw., I'm moving your question to the App Central category.

@Sushant Verma could you describe what "SLA Tracking: Limited for Jira" means?

Hi @asadiq Reading your comments, I see that you want to have a predefined value in the field when you open Create issue dialog. To achieve it, you need to use an addon. For example, our app: Issue Templates Agent. You can define templates and your users can use them during issue creation. If you use Jira automation, first…

Hi, You have to pay for all users in your instance - this is how pricing for apps works. On the Marketplace, under every app you can read: How do I determine my cloud pricing? Apps are billed based on the number of users in your Atlassian product. Jira Cloud apps are priced based on the maximum users of the Jira products…

Hey @Danielle David You can also add information about format in the description available under text field. This text can help your users: read documentation. If this text is a little bit longer or need some formatting, I can recommend you using app for templating. For example, Issue Templates Agent created by my team.…

Hi, This area for text is not customizable. You can make this text shorter or put detailed description (or full name for this portal) as an announcement banner. Maybe one day will be possibility to change layout of this help center and display portals as a list not cards.

Hi @Balaji Ganesan, Which parts are difficult for you? Tomorrow, I'm leading a training about Jira Service Management which can be helpful for you: https://ace.atlassian.com/events/details/atlassian-community-led-classes-presents-get-started-with-jira-service-management-updated-edition-2025/ 

This documentation is about data center. The question is tagged for cloud.