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Giving more visibility of fields to Customer Support (Priority, Status,Assignee)

Hi. Thanks a lot for giving us an option to ask question.

I want to give/access to some fields in which customer can see Priority, status and assignee from the previous ticket they have created (exactly the way we can see it)

your prompt response will be highly regarded.

Cheers

Fawad

2 answers

I see, I guess you found an answer.

unfortunately, It's not an answer. related query for further understanding of reader.

Alana Fernando Community Leader Jun 28, 2018

@Fawad Shaikh,

this is more of a suggestion than a answer. 

feature will be reviewed and considered for implementation (or rejected) by Atlassian product management according to Atlassian Implementation of New Features Policy.

 

for a quick solution,

Either find a addon from Atlassian market place

Or

 Find a solution partner

0 votes

Hello,

Could you provide more details?

Who are Customers? Do you mean customers from Jira Service Desk? What is the way how you can see a ticket?

In Service Desk Customer Portal, the Requests page only shows a few columns by default.

Our customers want to see more information than just the out of the box columns.

Assignee,

Priority,

Status,

etc

Fawad,

Some fields can't be shown to customers. Please see the following. There's documentation for this info in atlassian, however, i can't find the link.

These fields can be added to the request type and given a preset value, but you cannot make them visible on the customer portal:

  • Linked issues
  • Any fields that are defined by other JIRA applications
  • Group, project, and version picker custom fields
  • Assignee



    These types of fields can't be added to a request type and “add field” option isn’t available: 
  • Log work
  • Reporter
  • Security level
  • Time tracking
  • Issue type

Victor

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