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"Affected Services" field are not showed to customers

I created an "IT service management" project (Issue type [System] Change) and when my costumers open the Help Center, they can't see the "Affected Services" field. Only if I add they in "USER MANAGEMENT" > "Users".

Can I share the service list with costumers?

2 answers

1 accepted

1 vote
Answer accepted

Hello Eduardo,

Thank you for reaching out to Atlassian Community!

The Affected Services field is visible only for licensed users. 

The affected services field will not appear for those users who don’t hold a Jira license.

Based on your question, I created a feature request suggesting adding an info message that the field is not visible to customers.

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

Kind regards,
Angélica

Like Angélica Luz likes this

Hello, checking to see if this has been resolved as I am seeing the same issue.

Hello @Ben Bruner,

Welcome to Atlassian Community!

The Affected Services field is visible only for internal licensed users, so actually, there are no issues to fix in this case.

The ticket I shared is a suggestion to add a message when adding the field to the request form for the project admins to know that the field won’t be visible for customers.

If you have any questions about this feature, please let us know.

Kind regards,
Angélica

Hi @Eduardo Oliveira,

Just checking the basic configuration, have you added the "Affected Services" field under the Request Type?

Hi @mogavenasan .

Yes, I did. When I open the Help Center with a "Service Desk" member, the field are showed. If I open the same form with a Customer user, the field are hidden. Moreover, I can't post the request using the Customer user because the Affected Services' field are required.

Looks like the customers can't list the Services list.

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