On the Customer portal, is it possible to allow customers to enter the data related to the application that is not behaving as expected. In other words, is it possible to customize the template that is used for entering Customer portal data?
check out this document: https://confluence.atlassian.com/servicedesk/configuring-request-types-and-workflows-457704356.html
Customizing request type fields
In Settings > Request types, select Edit Fields next to the request type you wish to edit. The fields and descriptions that appear in a request type are based on the field configured for the corresponding JIRA issue type:
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