Making tickets searchable for our customers in the Customer Portal

[Christopher Hönn]

I want to customize the fields that are displayed in our customer portal and add a new field. It is important that the new field is not mandatory when creating the ticket and that customers can edit the new field themselves (either enter free text or select from a dropdown list). This way, customers should be able to search their tickets for specific keywords that they have entered previously.

Any useful hints wil be greatly appreciated!

[Elitsa Velikova _Nemetschek Bulgaria_ · Accepted solution]

Hi @Christopher Hönn ,

You can also check our app Advanced Portal Reports. It will provide your customers on the portal with advanced search options (incl searching by keywords in any text field). It will also let you show any Jira field additionally in the customer requests (but as read only).

If you want to see a demo of the app, please use the link at its Marketplace page.

Best regards,

Elitsa

[Elitsa Velikova _Nemetschek Bulgaria_]

And regarding the editing of fields, have you tried using forms? I think you can have a non-mandatory field when creating the request and then be able to edit it after the request was created.

[Valerie Knapp · Accepted solution]

Hi @Christopher Hönn , welcome to the Atlassian Community and thanks for your question. 

As far as I know, you will need a third party app to facilitate or make any changes to the portal, in terms of making more fields visible and editable.

Here is an example - https://marketplace.atlassian.com/apps/1222530/extra-fields-for-jsm-version-assignee-sla-custom-fields 

You can always install the free trial and test out the app to see if it's what you need. 

Best wishes

[Christopher Hönn]

Hi Valerie, thanks a lot for your feedback!

Looking at your example it seems that additional fields can be desplayed - but just as "read only". Can you think of another app that allows the customer some sort of editing an additional field? Allowing the customer to select an option from a drop-down list would be a good starting point.

I am looking forward to hearing from you.

BR Christopher

[Valerie Knapp]

Hi @Christopher Hönn , thanks for your feedback.

I just searched for JSM fields in the marketplace and I found this other app which might be more what you are looking for - https://marketplace.atlassian.com/apps/1231484/awesome-custom-fields-for-jsm?hosting=cloud&tab=overview 

In case of doubt, I always recommend to reach out to the vendor to ask any specific questions about the feasibility of what you need to achieve.

Hope this helps!

Best wishes

[Christopher Hönn]

@Valerie KnappThanks a lot for your feedback! This will be enough to identify the best approach to our issue.

BR Christopher