what can the customer see from their end of the portal

[Phap Hoang]

is there a way for the customers to see the priority level of their own requests? i know that it shows on each individual request but is it possible to see the priority level when they look at all the requests they have inputted? and can we also show the SLA or like when the expected resolved date is? thank you

[Manoj Gangwar]

Hi @Phap Hoang 

Welcome to the community!

Currently, There are only limited fields you can show on the request view. Here is the list. 

[Phap Hoang]

thank you! where can i access these options?

[Manoj Gangwar]

If you have site admin permission then you can access it.

[Robert DaSilva]

@Phap Hoang This is not natively supported by Jira Service Management. However, there are some add-ons in the Atlassian Marketplace which help surface some of these behind-the-scenes custom fields and options.

One I have used in the past is https://marketplace.atlassian.com/apps/1212161/extension-for-jira-service-management?hosting=cloud&tab=overview, but I'm sure there are many more. 

From a quick search, here are some others you can take a look at

• https://marketplace.atlassian.com/apps/1231484/awesome-custom-fields-for-jsm?hosting=cloud&tab=overview
• https://marketplace.atlassian.com/apps/1222530/extra-fields-for-jsm-version-assignee-sla-custom-fields?hosting=cloud&tab=overview

Alternatively, you can create Automation Rules, which add the value of specific custom fields when they change as comments on the ticket.

[Robert DaSilva]

Viewing all requests a user has submitted can be found via the person's profile picture in the top right of the screen. Here, there is a "Requests" option which will show any created requests.

[Robert DaSilva]

Additionally, if the user who submitted the ticket has a regular Jira license, barring any permission-related restrictions, they should be able to view the Jira Service Management ticket from the backend systems.