How to customize the Requests view in the Portal?

[John Doe]

Hi there!

Actually, I have two questions here:

1. Do we have any options to customize the Requests view in the Portal? For example, to make some default view of tickets.

2. Do we have any options to create and share a specific customer dashboard on the portal side? On the main page.

[Sebastian Krzewiński · Accepted solution]

Hi @John Doe !

With JSM out-of-the-box it will be very hard. Please take a look on apps that extend admin ability portal customization.

1. Portal UX

- https://marketplace.atlassian.com/apps/1218481/refined-for-jira-service-management-cloud?hosting=cloud&tab=overview

- https://marketplace.atlassian.com/apps/1220300/theme-extension-for-jira-service-management?hosting=cloud&tab=overview

2. Extend sharing data (more fields) with users:

- https://marketplace.atlassian.com/apps/1218221/feature-bundle-boost-customers-ux-on-portal?hosting=cloud&tab=overview

- https://marketplace.atlassian.com/apps/1212161/extension-for-jira-service-management?hosting=cloud&tab=overview

3. Better filtering from customer side

- https://marketplace.atlassian.com/apps/1219647/my-requests-extension-for-jira-service-management?hosting=cloud&tab=overview

Regards,

Seba

[John Doe]

@Sebastian Krzewiński , thanks a lot.

We will try this one Refined, it seems that this is our solution.

[John Doe]

@Sebastian Krzewiński so, one more question - can I manage those statuses located in block "REQUESTS"? I mean I want to keep only some of them for customers.

Don't use any apps, just use JSM.

[Sebastian Krzewiński]

If you want to limit list of statuses you need to change status names in request forms. More info you can find here - https://support.atlassian.com/jira-service-management-cloud/docs/customize-the-workflow-statuses-for-a-request-type/

Regards,

Seba

[John Doe]

@Sebastian Krzewiński , I had done it before and it didn't work. That dashboard shows ALL statutes regardless of what I have configured for customers' view for a request type.

As you see I have only 7 customers' statutes. But in that dashboard, customers see 15.

[Sebastian Krzewiński]

Please ask Atlassian support about that. I don't have idea why it works like you said

[sathishkumar_selvaraj]

Hi, I have a doubt, if i want to Customize the Request form and the form view(In Separate Portal) with the refined app in JSM. How we can do that?

[Sebastian Krzewiński]

Hi @sathishkumar_selvaraj 

I don't understand your question. Refined app allows you to customize each portal separate. You can customize only one portal and rest of JSM projects will be displayed in a standard way.

[sathishkumar_selvaraj]

I want to Edit this Form UI. I was able to customize helpcenter and portal but i'm not able to Customize thhis Form UI. If You have any Guidance, please share with me.

[Sebastian Krzewiński]

As I remember you can modify it via theme editor - https://help.refined.com/space/CLOUDDOCS/4896161806/Theme+Editor

Please search it in Refined docs.

[sathishkumar_selvaraj]

No @Sebastian Krzewiński . I want it for the Jira Service Management Customer Portal in Data Center. I Explored the whole Documentation there's no specification for the Request Form Customization.

[Sebastian Krzewiński]

@sathishkumar_selvaraj I'm not an expert with this app so the best way will be to contact with app support. I'm sure that they will help you.

[sathishkumar_selvaraj]

Thank you for your Guidance.

[Ivan Garcia _Appfire_]

Hi @John Doe to add to Sebastian's list of apps, I would greatly recommend our app Dashboard Hub for Jira - Custom Charts and Share Reports to share advanced dashboards from the customer portal :) check a live example of a ITSM dashboard here

Hope it helps,

Iván García, Product Marketing Manager at Appfire

[John Doe]

@Ivan Garcia _Appfire_ thanks for this, interesting. We will think about this solution.

[Ivan Garcia _Appfire_]

Don't hesitate to reach out if you need any more information or feel free to schedule a time to chat :)

[John Doe]

@Sebastian Krzewiński , thanks a lot.

We will try this one Refined, it seems that this is our solution.