Additional fields

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.

👀 See how it works with an interactive demo

The Panels with 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 tickets. You can show them, e.g., linked issues, Assignee, Due date, or Assets. The full list of supported fields is below 👇

Let's create a panel displayed on the request details view.

How to display more fields on the service desk portal?

Steps 🐾

1. Go to the service desk project settings > Additional fields > Create panel.

2. You can name the panel and add a description for internal use and categorization. It's not visible to customers.

3. First, define the location, request types you want to display the panel, and who can see it.

• Location: Side type is default. There are two different options: Top and Center. We recommend Top location for links to external sources and Center for linked issues.

• Request types: Decide whether you want to display the panel in all of them (Show in all request types) or narrow it down by choosing the exact request types in this project. You can also set conditions with JQL.

For example: display panel with Assigne Manager field only when the ticket is escalated.

• Access: There are three options to set up: Reporter, Request participants and Organizations. The reporter is the default config, and your one option is a must.

1. Go to the design part (in the top navigation) and choose which fields you want to show. If you want to remove a field, expand the options with an arrow and click Remove.

There is no limit to displayed fields. You can choose all of them if they are relevant 😊

1. After adding a field, expand the options to define details like "Show if empty". This option is available for all fields and unmarked by default (besides linked issues - if this field is without links to display, the app won't show this field.) The next fields appear at the end of the list, and you can change the order with drag and drop.

Linked issues additionally have link types to define. If you leave it empty, all link types will be displayed. The details request view will have the following columns visible: Issue Type, Issue Key, Summary, Priority, and Status. Issue Key is the link to the issues that respect permissions.

1. You can also add the panel's name (for example, Incident details), dividers for better readability, and useful URLs, e.g., to the Confluence page. URLs are supported in http:// and https:// formats.

2. Save the panel.

You can display more than one panel on the request type. They will be displayed one after another. Try to keep the number of panels to a minimum for better visibility and readability.

Result 🎉

As a result, your customer gains a request details view with all the data needed to understand the incident resolution process and answer all questions that pop up.

How to manage the panels?

You can manage panels created in the same projects from the panel list view.

After choosing Additional fields in project settings, you will see all the panels you created for this project. Using the three-dot menu, you can quickly disable/enable, edit or delete them.

Use the filter to search for the panel you need faster. You can also decide how many you want to display on one page.

Disable panels instead of deleting them and save configuration for later use.

Supported fields:

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

  • Due date

• Asset Objects

• Priority

• Resolution

• Short text and Paragraph custom fields

• Single and Multi Select custom fields

• Linked Issues

• URL

• Single and Multi User picker

• Single and Multi Group picker

• Subtasks

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.

💡 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.