What can customers see when viewing a request in the portal? Edited

I have been searching all morning and can't find this information.

When a customer is viewing a specific issue in the portal, what can and can't they see, and can this be customised?

I understand that only comments that are shared with customers are shown, but what else is shown? Some testing showed that Jira will add some "Automatic Responses" when some things happen.

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You can decide what is shown to the user while setting up the portal - even to the level of which issue types to be shown and what fields/transitions to be shown.

Following links have more details on how to do that:

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

https://confluence.atlassian.com/servicedeskcloud/configuring-request-types-and-workflows-732528910.html

Perfect! That second link was what I was missing!

 

Thank you!

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