It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Display Custom Field to Customer

Hello,

We added a custom field called Closure Comments which will be used by our support agents to enter how they fixed the issue.  Using comments was confusing as there could have been a dozen conversations back and fro with customers.  I want my customers to access their case and see the closure comments entered by the support agents.  I can't seem to find a way to show the custom field to customer.  Any ideas will be appreciated.

2 answers

First of all, only partucular list of field types can be visible on JIRA SD Portal:

  • Checkboxes
  • Date pickers
  • Date time pickers
  • Labels
  • Number fields
  • Radio Buttons
  • Select lists
  • Text fields
  • URL fields
  • User pickers

See more: https://confluence.atlassian.com/jirakb/list-of-supported-custom-fields-for-request-types-in-jira-service-desk-customer-portals-867182673.html?_ga=2.249438599.1082599707.1509374566-1555823252.1509374566

If your custom field type in the list above use this guide to make a field visible on the portal: https://confluence.atlassian.com/get-started-with-jira-service-desk/create-service-desk-request-types-917968307.html?_ga=2.217058966.1082599707.1509374566-1555823252.1509374566

@Domenico Manzo, aren't the customers able to set a value to this field, now? I think this is not what they are supposed to be able to, are they?

I have the same issue and want a field to be read only by the customers in the customer portal. But it seems to be the case that customers can only see fields if they were allowed to set their value while creating the issue. That's unfortunate.

Hey there,

I have found a related question:

https://community.atlassian.com/t5/Jira-Service-Desk-questions/Display-Custom-Fields-on-Service-Desk-Customer-Portal/qaq-p/658404

So read only custom fields in the customer portal are not a thing in JIRA Service Desk right now. But as you can see in the related question there are already feature requests about that issue you can vote for.

Suggest an answer

Log in or Sign up to answer
Community showcase
Posted in Jira Service Desk

Tell us how you've implemented Change Management

Hello Community 👋, I'm a product manager at Atlassian, looking at improving change management capabilities across our products. In particular, we're looking at bridging the gap between Dev & ...

336 views 0 7
Join discussion

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you