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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?

3 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,

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,

why can't we enable it for customers?!

Like DM likes this

I believe there is something to fix here.

First of all the interface says "Customer form" that means it is the form the customer will see. Except in this case it isn't, because the user does not see the field.

I just made the Affected services field mandatory. That makes the whole story even more sad, because the customer can not even submit the form anymore because he can't fill a mandatory field.

If you use inspect to see the network tab you get this:

{"errors":[{"errorMessage":"Please provide a value for required field 'Affected services'","field":"customfield_10041"}],"reasonKey":"validation.error","reasonCode":"400"}

However there is nothing in the UI that shows this. Just enable this for customers and not only for logged in users. It is really weird that you can't tell us which system is broken (from a predefined list) if you tell us a system is broken.

Like Rodolfo Romero likes this

@Angélica Luz the Affected Services is visible to end users. The issue only occurs when the field is made mandatory.

Having portal customers be able to choose the affected service is cruical, that way on the backend you can kick off approvals easier and use all the handy automation. 

0 votes

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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