Screen with custom field not appearing in customer portal

Hello,

I have created a custom field and added it to a screen. The screen should be triggered by changing the status of the issue to a certain one. It works in Jira for our agents but unfortunately it is not for our customers in the customer portal. There they get only a field to comment.

Any ideas how to get this to work?

Thanks in advance.

1 answer

0 vote
Alexey Matveev Community Champion Nov 01, 2017

Hello,

Make sure that you checked Show Transition in the Customer Portal option when you designed your workflow.

You can read more in this article (Add transition part):

https://confluence.atlassian.com/servicedeskcloud/configuring-the-customer-portal-732528918.html

Thanks @Alexey Matveevfor your answer.

The show transition checkbox is checked and customers are able to change the status. They just don't have the related screen with the custom field as you can see at the screenshots below.

Transition Checkbox:

Delivered1.PNG

Screen in Jira:Delivered2.PNG

Screen in customer portal:

Delivered3.PNG

Suggest an answer

Log in or Join to answer
Community showcase
Teodora [Botron]
Published Feb 15, 2018 in Marketplace Apps

Jira Inferno: The Nine Circles of Jira Administration Hell

If you spend enough time as a Jira admin - whether you are managing a single, mid-sized instance, a large enterprise one or juggling multiple instances at once - you will eventually find yourself in ...

1,169 views 6 19
Read article

Atlassian User Groups

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

Find a group

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

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot