Display Custom Fields on Service Desk Customer Portal

I have some custom fields that get populated as an issue is worked on that I would like to display in the customer portal (when reviewing requests), but i don't want the customers to have to view those custom fields (or set values on them) when they're raising the issue...  For example, when an issue goes back to the requestor for UAT, the developer would provide a link to the appropriate test environment via a custom field...  The customer should not have to interact with that field when raising the issue, but it should be displayed when reviewing the issue when they are doing UAT. (customers can execute UAT transitions, as we're using Actions for Jira Service Desk)

I've tried adding the custom field to the request type, but of course, the customer sees it when raising an issue, and they can set a value. I've also tried hiding the custom field on the request type, however that subsequently hides the field when reviewing issues on the portal.

1 answer

0 vote
Brian Cohen Atlassian Team Oct 20, 2017

Hi Mike,

Jira Service Desk currently doesn't have the ability to do this. We do have an open Feature Request for this type of functionality.


JSDCLOUD-4328 - Add fields (view only) in Customer Portal

JSDSERVER-4328 - Add fields (view only) in Customer Portal

It would be great if you could add your vote to the feature requests, you can feel free to leave a comment with your use case as well which can be used if the feature is chosen for development.

In the meantime, I'm not aware of any plugins that offer this functionality, but there is a huge number of them out there so perhaps someone can chime in with one if it exists.

Best regards,
Brian

Thanks for your answer. I've found a bit of a workaround you might consider for other folks with similar needs.

In addition to Service Desk, we're also using Actions for Service Desk, to allow our customers to execute transitions (questions, UAT approval etc.). Using Actions for Jira Service Desk, I can add Read Only fields to transition screens.  I've done that, though not 100% what i'd like, it's "close enough".

Thanks,

Mike

We're refactoring Service Desks as we prepare to move from our legacy license to Data Center and this is turning out to be a huge problem.

For our travel team we may surface a transition to have a receipt mailed to them or something to help them see some of this data.  This is so very less than ideal though.

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