Field values on request

This page describes how to share more issue-related information with customers to maximize Jira service management agents' efficiency and create a self-service service desk portal.

The Field values on request details view feature lets you share more information with customers. Thanks to that, customers don't have to ask questions and take agents' time. They already know everything from their own tickets.

When enabled, the below information will be presented to customers.

  • Assignee

  • Attachments

  • Dates:

    • Created

    • Date picker custom field

    • Date time picker custom field.

    • Resolved

    • Updated

  • Asset Objects

  • Priority

  • Resolution

  • Short text and Paragraph custom fields

  • Single and Multi Select custom fields

  • Linked Issues

Date formats are inherited from the "Look and feel" section in the System settings. You can change the date format there, depending on your needs.

How to enable this feature?

🐾 Steps

  1. Choose Projects > service project which you want to configure.

  2. Under Project Settings, select Field values on request.

  3. Click the toggle.

  4. Select Request type (you can also select All request types).

  5. Select Fields that will be visible on the customer portal (fields must have values to show on the customer portal).

If you want to display your (or your service agent's) profile photo on the customer portal, remember to make it visible to anyone. Otherwise, the portal will show the name's initials and surname instead of an image.

Go to Atlassian Account > Profile and Visibility. Next to the profile photo, under the question Who can see your profile photo?, select Anyone. You can read more about account settings in the Atlassian Documentation

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