How do I customize the Service Desk customer portal transition comment screen


 I have created a transition in my workflow to allow users to re-open a resolved ticket from the SD customer portal. When the user clicks to re-open the issue they get a default popup screen asking for a comment before submission. I would like to expose another field in this screen (a date picker field), to gather a bit more information for the reopen request. I created a new screen for this transition and added a date picker field. This field is displayed when reopening the ticket as an administrator inside the service desk, but does not appear in the customer portal screen. Users do have permission to view this date field, as they are required to use it during the initial ticket creation. Is it possible to achieve what I am trying to do or is this a system limitation?

(Using JIRA 7.3.0 and JSD 3.3.0)

Thank you,


3 answers

1 accepted

This widget could not be displayed.

The answer I got from support:

"It is a system limitation that you cannot display additional fields in the Customer Portal. There should be a message shown when you edit the workflow, such as this - screens.png"

This widget could not be displayed.

@Glenn Reesare there some new information about that issue? I need an additional select field in the customers screen, too, so I know where the customer installed our fixes (e. g. dev, test, prod).

This widget could not be displayed.

I have tried adding different field types as well, and no fields will display in the customer portal comments screen, only the default comment field. Why can't this be customised?

Suggest an answer

Log in or Sign up to answer
Atlassian Summit 2018

Meet the community IRL

Atlassian Summit is an excellent opportunity for in-person support, training, and networking.

Learn more
Community showcase
Posted Wednesday in New to Jira

Are you planning to trial, or are currently trialling Jira Software? - We want to talk to you!

Hello! I'm Rayen, a product manager at Atlassian. My team and I are working hard to improve the trial experience for Jira Software Cloud. We are interested in   talking to 20 people planning t...

112 views 2 0
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you