Screen with custom field not appearing in customer portal

[H K]

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.

[Andrew Culver · Accepted solution]

Screens don't display to customers in the customer portal. If you click on the "Configure" link, it tells you this.

[H K]

Yes, I noticed this, too. What a pity!

Thanks for your answer.

[Prasad Shiraskar]

Why is this marked as Solved?

[Alexey Matveev]

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

[H K]

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:

Screen in Jira:

Screen in customer portal: