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How to customize Customer Portal visible fields

Hi everyone.

I've been testing JSM recently, but we're facing some limitations on what we can show to our customers/agents.

Here's what we need to show to our customers: attachments, SLA, assignee and linked issues.

I've searched everywhere in the Help Articles, but couldn't find any way to do it.

Can you guys help me out?


3 answers

2 accepted

Hello @Carlos Eduardo Barbosa Obal welcome to the community.

Check the app below. I'm pretty sure it's what you are looking for and more

Thank you @Hernan Halabi _Elite IT Consulting Group_ for mentioning our app! I'm product owner of Extension. I can confirm that it allows you to display attachments, SLA, and linked issues on the side panel on the Request Details View. It also provides two huge features: Dynamic Forms and Bundled Fields.

If you, @Carlos Eduardo Barbosa Obal , have any questions, don't hesitate to ask me via our customer portal.


0 votes
Answer accepted

Hello @Carlos Eduardo Barbosa Obal,

Welcome to Atlassian Community!

When it comes to portal configuration, there are still some limitations. The SLA, for example, it’s not possible to show it in the portal the same as the Linked issues. These fields are only visible to internal users.

There are feature requests suggesting the implementation of this ability:

Regarding the assignee, it’s possible to show this information on the requests page:

Screen Shot 2021-04-12 at 11.59.57.png

Attachments are visible for customers on each ticket. All attachments added in a public comment will be available for them.

If you have any other questions regarding this matter, please let us know.

Kind regards,

In case of Requests View, we have also a dedicated solution called My Requests Extension. This app provides a separate page (due to technical limitations from Atlassian side) with Requests list. The list of all supported fields can be found in our documentation. We released support for SLA today! Column with linked issues is in our backlog. 


Thank you, everyone.

All the awnsers have been helpful.


We're analyzing the options :)

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