Details above Activity on Requests

[Sverre Moe]

When viewing a Service Desk request on the customer portal, the ordering is not good, specially for those accustomed to JIRA.

Details should be placed above Activity. Like it is on "regular" JIRA issues.

We do not want the request details to be buried under a ton of comments, having to scroll all the way down to read them.

Is it possible to change the Service Desk View screen to do this.

Service Desk Project Settings -> Screens

We have same Screen for Create, Edit, View. What I do on it has no effect on ordering, just what fields are available. Though these fields do not show or effect on Service Desk Request view, for that I need to go to Request Types and edit fields.

[Andy Heinzer · Accepted solution]

I did find a feature request asking to relocate the description in the customer portal, please see https://jira.atlassian.com/browse/JSDSERVER-190 It does not appear that this feature request ever really got significant backing.  So at the moment I don't think this will likely be implemented in Service Desk any time soon.  There also does not appear to be any other workaround or plugin that I could find that could achieve this.

There is also another feature request to change the order in which comments appear in the customer portal in https://jira.atlassian.com/browse/JSDSERVER-507 While that feature requests wants to change the order in which comments appear in the customer portal to mimic order that is seen in the main Jira issue detail view, I think this is most closely related to what I think you are looking for here. Unfortunately, there does not appear to be any way to configure this in the customer portal side.

What I did find interesting is that you apparently CAN change the order in which comments appear in Jira (not the customer portal).  Details on this are in the KB Changing the default order for comments from ascending to descending.  But again, this would only change the comment order, and this would do so for all issues in Jira, not just this project.  This would still not change the location of the description field.

Sorry this probably is not the reply you were hoping for, but I hope this helps.