Service Desk Customer Portal Customization

[Jackson Farnsworth]

Hey all, trying to add fields to my customer portal that the customer cannot edit, but can see the field on the ticket. Thoughts on how is this done?

Thanks in advance

[H K · Accepted solution]

Hello @Jackson Farnsworth,

this is a known issue which is asked many times before. I attach you a link to another question:
https://community.atlassian.com/t5/Jira-Service-Desk-questions/Display-Custom-Fields-on-Service-Desk-Customer-Portal/qaq-p/658404

I hope this will be a thing soon!

[Jackson Farnsworth]

Thank you for letting me know

[Boyan Angelov _Nemetschek Bulgaria_]

There are add-ons to do that now, like Advanced Portal Reports:

https://marketplace.atlassian.com/1219230

[Katarzyna]

Hi,

You can achieve it using our app Extension for Jira Service Desk. In the Visibility section, select Fields tab. Choose your custom field and switch the toggle Hide for all on. This field is hide for customers, but if agent put something in this field, this information is visible on the request.

I guess that it solves your problem.

Kate

[Gregor Kasmann_Actonic]

Only particular list of Custom Field types may be used on Customer Portal https://confluence.atlassian.com/jirakb/list-of-supported-custom-fields-for-request-types-in-jira-service-desk-customer-portals-867182673.html

[Jackson Farnsworth]

What about other fields? Also that doesn't really answer my question.

[Gregor Kasmann_Actonic]

Which kind of custom field are you trying to use?
Does customers can see field on portal or on default issue view screen?

[Jackson Farnsworth]

Single Line Text fields and some standard fields that JIRA starts with. The customer should only be able to see these fields from the portal screen when viewing their issue. When creating their issue, the fields should not be present.