Customer Portal customization (JSD)

[Curtis Windsor]

I was wondering if it's possible to customize the Jira Service Desk Customer Portal. 

We currently have an automation in place where new users are created in Active Directory will automatically create a JSD ticket and assign the ticket over to the hiring manager. However, some information has to be provided by the manager. IE. "What kind of computer is needed? What software or licenses are necessary?" etc.

Instead of just adding this as plain text inside the ticket I was hoping to customize the Portal with checkboxes or dropdowns of pre-defined values.

Currently it only allows you to "Comment on this request"

[Cody Stevens · Accepted solution]

Hi @Curtis Windsor

If I am understanding you correctly, you are wanting to see if you can add additional fields to the comment section? 

Unfortunately, that is not possible. The only way to add checkboxes and dropdowns are via custom fields and those are added to the request form before its submitted. 

Again from what it sounds like, you want to do this so your managers can easily add the information they need to add by asking additional questions once the ticket is automatically created. The best way to do something like that would be to have an automation that adds a comment to the ticket after its created. That comment can contain the questions you need to be answered and they can go off of that. Again though, adding actual custom fields is not possible once the ticket is created. 

[Curtis Windsor]

Kind of what I had suspected, just wanted to see if I had missed anything during my sandboxing.

Thanks for your speedy reply!

[Cody Stevens]

Of course! Sorry I couldn't provide a better solution.