display Resolution field Tab "URL" in customer Portal

[organisationsentwicklung]

Hey all together,

we want to show our customers an URL Field Tab in their customer Portal, by resolving the Ticket.

Actually the URL Field tab ist included in the Resolve Issue Screen. What do we have to do, so that our customers are able to see the Field in their Customer Portal.

We are using a Data Center License of ServiceManagement.

Version 9.4.21 Jira

SM Version 5.4.21

thanks for helping us.

kind regards

Heiko

[Zuri Suwru]

Hey there Heiko,

Users on Service Desk's Customer Portal will only see the fields they can edit when posting a request. While you could add this URL field there and later populate it, I doubt many of your users would notice it if a thread gets filled up with messages, as the fields in question are always in the initial, first "message".

I personally think one of the easiest solutions here would be to include an automation in your project, that upon transition to the desired status would comment the URL Field's value onto the ticket.

There are of course other ways to achieve a more professional look on Service Desk, however the ones I can think of require third party addons, for example like, ScriptRunner that could modify the page with webfragments.

Best Regards,
Zuri S.