Add 'assignee' to the customer portal page

[Karen Sinclair]

When a customer logs into the support portal and they view their tickets, there is ticket type, summary, portal, status and reporter - can I get 'assignee' added to this screen, so that the customer knows who to contact if needed?

[Katarzyna Pawlak [Deviniti] · Accepted solution]

Hi,

By default, you can't show Assignee on the Requests for customer. You have to use plugin, for example Extension for Jira Service Desk developed by my team. This app allows you to present more information on Requests, such as Assignee, Priority, SLA, and other fields which you defined in the configuration. Also the huge feature is Dynamic Fields which allows you to build dynamic forms - fields are displayed based on the conditions in the previous fields.

[Boyan Angelov · Accepted solution]

Hello,

This is not possible out of the box, you need an addon for that, like the one we created - Advanced Portal Reports - which will allow you to add up to 5 additional fields in the Customer request view.

Feel free to try it out.

Best regards,

Boyan

[Karen Sinclair]

Which add-on are you referring too please?

[Boyan Angelov]

Advanced Portal Reports 

[Lance Mashburn]

You can add Assignee to the Customer Portal using the 'Customize' button on the right hand side as shown in the picture. From here you can Manage Columns and add several more fields on the portal. 

[Simon Herd]

As has been noted this isn't possible with just JSD; however, you like to consider ProForma, as it allows you to build Confluence-like forms and add them to the portal. You can include the assignee field and use conditional logic to guide your users through filling out a form. Below is quick example of what is possible.