Can I change the issue layout in the customers view. Currently all the fields that a customer fills in while creating a request are by default hidden in one section.
Is there a way where i can add fields like severity and priority and any other fields that customer fills in while creating a request to the right side of the issue screen where the Status, Request Type and Shared with fields are ?
I can configure and change the fields in Agent view but is there a way to change the layout of the fields in the Customer portal?
Also how can I not hide the issue details for the customer by default?
This is not possible out-of-the-box, you need an addon like the one we created - Advanced Portal Reports - where you can add custom fields to the request view, also show the customer report with any field in the tickets, sortable and exportable.
Thank you, I had a look at the app in market place but have the below queries -
Does the advanced reports functionality allow customers to export the data to excel or other formats?
When you say add Custom fields, is there any limit of how many fields can be added? And do they need to be available on the request form to the customer while issue creation?
I was trying to test the add-on and noticed that when I export the tickets to Excel, the hyperlinks are not exported for the ticket reference.
Is this something not implemented in the current version of add-on or is it something that cannot be exported?
I am not sure what is the problem specifically, in general the Linked issues column is exported. I suggest that you raise a ticket in our support system (you can do it from the Marketplace page of the up, the lower right corner "Contact us" button), there we can discuss it and not spam here.
As noted by others, out of the box you can't change the layout of the fields displayed on the JSD portal and at present the default behaviour is to hide the details of any fields included in the original JSD form.
I'm part of the team that makes ProForma forms for Jira. We designed the product to make the portal more flexible and able to support more complex process requirements. With regards to your questions, with ProForma you can:
If you just need a few forms for JSD you can use the free version ProForma Lite. Below is a quick example of one our support request forms immediately after the request has been created.
I hope this information helps.
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