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How to display extra fields on customer portal (service desk)?

Hi all,

Is it possible to add custom fields or a field like 'Due date' to the customer views? We would like to share for example the 'Due date' of an issue with the customer. As far as I can see, we cannot influence the issue interface that the customer sees on the portal...

Thanks in advance!

Koen

14 answers

I think you misunderstood the question. He was not asking how to add the field to the FORM. He was asking how to show the field to the Customer on the portal. 

I have the same issue. My form asks a number of standard questions like Priority, Due Date, etc. However when the customer views the Request on the Customer Portal they do not see it. 

This seems like such a basic feature, why would you show them the questions on the form, but not let them see them in the Portal. 

I have the same question. To be clear, ALL fields that you add "to the form" will naturally appear on the portal - but there are fields that our customer service staff complete on the second tab of the issue, not intended for the customer to complete. For example "Criticality". We don't want the customer to complete these fields on the form. However, we'd like them to appear on the Customer Portal in order to provide that information back to the customer. I hope this makes sense.

2 votes
GregJ Atlassian Team Aug 22, 2016

Hey Koen,

 

Sure you can - go to Project Settings > Request types > Edit fields > Add a field

image2016-8-23 13-9-38.png

I don't see "Description" in this list and it is confusing and frustrating.

please vote for the open ticket for this feature:

https://jira.atlassian.com/browse/JSDSERVER-2353

Bryan, this is NOT an open ticket for this feature. This link is for "As a customer , JIRA Service Desk Customer Portal displayed Date format as per configured in JIRA"

 

The topic we are discussing here has to do with custom fields that the customer does NOT populate on the portal, but are used internally (by the service desk team, for instance) to process and update the status of the request. 

I used an example, "Criticality". Our team uses that field to asses the issue and process it accordingly. The customer would like to see this field on the portal when they check the progress of the issue - but because it isn't a field on the initial form, it's not available for the customer to see., and there's no means to post it to the portal for viewing purposes.

Do you have Script Runner?

Maybe use behavior to turn the field "read-only" on the portal

Hi Rafael,

 

Can you elaborate on that? I'm looking for walk around here and it seems like a hint!

Thanks in advance,

 

Kamila

Thanks, Ert. 

My workarounds:

(1) Add the field to the submission form, which makes it show up on the portal issue page later.  The obvious problem is you then imply to the customer that they have control over the field and they're supposed to put something in there when they submit the issue.  You can work around that some with tooltips like "leave blank -- not for customer use" and then automation that erases anything they submitted after they create it.

(2) If you've got a small, binary, piece of information you can overload the workflow statuses with it.  We have one for escalating an issue that should really be a separate field, but instead it's a workflow status.  If you've got a really simple workflow like Open --> In Progress --> Done you can change that to Open / Escalated / In Progress / In Progress and Escalated / Done and set up the transitions as makes sense.  I do other things for binary information like "this issue has been estimated to be over a certain size and will take longer" as a workflow status (summarized as "Heavy").  Automation adds a comment when it is put into that status.  So for a while the status is "Heavy" instead of "Open", but eventually it gets moved into "In Progress" so "Heavy" is no longer visible, but by that time they've seen it on the status for a while so probably remember, and the information that it's a bigger-than-average issue is visible somewhere in the comment thread.

 

But, again, I with they would just let you show extra fields on the portal.  These workarounds are far far from perfect.

We are facing the same issue. Did you find a solution yet on how to add a column for due dates in the customer view?

Project settings>request types>add a field.

yes you can add it, but it only works for submission. cant see after its submitted.

Same issue here.  I want to add a telephone number field on the cutomer portal.

Project settings>request types>add a field.

 

 

Thats just adding a field to the form (as Miguel said above in this thread)

It has appeared on my customer portal though.

i think it depends on the type of field. For instance "pending reason", i can populate it as a customer during the submission (after using your method to add the field to the request type), but then it is not displayed to the customer view.

Same issue ^^ 

Same issue for me too. I am able to add as many custom fields as I want on the form but they are not displayed on ticket (client view)

I have the same issue.  My customer wants to be able see (read only) the Assignee field on the customer portal but I can't add this.  

Hi @Gawie Bing 

I found this plugin in marketplace they have ability to display the fields but I didn't try it yet.

https://marketplace.atlassian.com/apps/1212161/extension-for-jira-service-desk?hosting=server&tab=overview

 

Thanks.

Praveen

As Ert Dredge mentioned above, and I'm still waiting for, this should be an out-of-the-box feature over a plug-in that would cost hundreds of dollars to purchase and yearly renewal fees.

"It's an open feature request to support this.  See

Same issue here

Same issue

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