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adding more fields to customer portal

Is there a way to add additional fields to the customer portal requests?

Currently it is very basic and I want to add things like Story Points, Sprint, Due Date and other information.

How can i do this?

6 answers

2 accepted

1 vote
Answer accepted

Hello @Meytal BM 

You are referring to request forms?

Go to project settings-> Request types 

Here you'll see the agent view and request form, the request form is what customers see, you can add or remove fields as desired.

IF you are referring to "customers' requests list" this is predefined and you can't add your own field's.

Open request for it, you can vote for it.


Also here is an app that could help

Extension for Jira Service Management

With Extension for Jira Service Management, you can display the following fields in Request Details View

You can display the following fields:

Additional request details

  • Assignee
  • Checkboxes
  • Components
  • Date (Created, Resolved, Updated)
  • Date Picker
  • Date Time Picker
  • Environment
  • Labels
  • Multi User Picker
  • Number Field
  • Priority
  • Radio Buttons
  • Resolution
  • Select List (multiple choices)
  • Select List (single choice)
  • Text Area
  • Text Field
  • Time Tracking
  • User Picker
  • Version Picker
  • Watchers
  • Epic Link
  • Sprint

Issues related to the request
Service Level Agreement (SLA) metrics

From Deviniti documentation

BR, Olga

0 votes
Answer accepted


If  you are referring to the "My requests" page or the View Request pages on the portal, out of the box you are very limited. You can try the app we created - Advanced Portal Reports. It will allow your portal customers to view many fields on View Request and My Request pages on the portal, also to search easier, export to Excel, etc.



Thanks @Boyan Angelov . Have you used this yourself? Looks interesting.


We creared the app so we are using it too, as well as numerous Atlassian customers. Feel free to give it a try and if your security team has any concerns we will gladly address them.



By the way, i also found this which looks pretty nice, especially the Chain part.

Anyways want to do a POC and awaiting security approval on our end.

@Olga Videc yes its for our Customers in the Customer portal only.
As I wrote @Katarzyna Pawlak _Deviniti_  above, we have some security issues with this Jira extension, but would gladly work with Deviniti to get that sorted so I can use it.

0 votes

@Meytal BM -

If you are referring to fields on a given REQUEST TYPE screen, then you will need to check if those fields are in your JSM project's screen configuration scheme and field configuration scheme.  If the are, then you can add those fields to your REQUEST TYPE screen.

However, if you are talking about the Customer Request Listing in the portal (adding additional custom field columns) then you will need to look into add-on to provide you with what you want.  Currently (out of the box) is not possible.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

0 votes

Hi @Meytal BM 

If you're looking for an opportunity to add more columns on Requests view, try our app My requests Extension for Jira Service Management which supports all fields added as columns or criteria with full control of security.

If you're choosing something to display these values on the request details view, you can try Extension for Jira Service Management which also provides other useful features, such as Dynamic Forms or Bundled Fields (thank you @Olga Videc for mentioning us 🤝).

If you're asking about the request form, you can define additional fields in the project configuration under request types.

Please specify about which screen you're asking :) 



Thanks @Katarzyna Pawlak _Deviniti_  and I truly want to use your Add-On as it provides me added value, BUT, our security team has found vulnerabilities with Deviniti and has tried to reach out to you about it numerous times. Our company is 1k+ employees and if you can surpass these vulnerabilities, I would sure purchase your add-on and make great use of it across our Jira instance.

Let me know if you want to take this privately. 

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