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Can I add an additional drop down (other than components) to the service desk portal profile?

We use components for the different systems we use however i need another drop down or separate selection for the users to select on the service desk to differentiate between workstreams. Is this possible?

3 answers

Are you asking if it's possible to add a custom field into a request type in the portal? If so then yes.

I haven't added a drop down but I have added checkboxes and radial buttons.

Create the custom field with the field type you want and populate it. Add it to the Issue type then it should allow you to add it to the request type.

0 votes
Esther Strom Community Leader May 25, 2021

Hi, @Lydia Rogers - yes, it's possible. 

Your permissions level indicates you're a site admin, so I'll assume you know how to create custom fields and add them to Jira issue screens; if you need instructions please comment and I'll add additional info.

You'll need to create a custom dropdown field and add it to the screen the back-end Jira issue type uses. You can then add it to the request type so it's visible in the portal view.

Click the blue Add a Field button on the Request Form tab of your request type:

2021-05-25 12_36_22-Online Ordering_Call Center Service Desk - Ticket types - Jira Service Managemen.png


And then choose the custom field from the list of available fields. 

2021-05-25 12_36_38-Add a field - Jira Staging.png

0 votes
Simon Herd Atlassian Team May 30, 2021

@Lydia Rogers another option you might consider is using ProForma. With ProForma you can build forms for the portal without needing custom fields. You can also use conditional logic to show or hide fields depending on user input.

The full version is here and the lite version (limited to three forms) is here.

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