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  1. Jira Service Management Cloud
  2. JSDCLOUD-1106

Need more fields in the 'My Requests' view


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    • Our product teams collect and evaluate feedback from a number of different sources. To learn more about how we use customer feedback in the planning process, check out our new feature policy.

      NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.

      Currently, the view in the customer portal can be pretty limited, it only shows the summary of the ticket, the status, and the Request Type. It would be great if we could add more fields to that view (as well as operations), for example the assignee, the ability to add a comment, add attachments, and more.

      There are a few reasons as to why this should be implemented :

      • user cant see initial response time and target resolution time in their requests
      • user cant see current assignee for escalation
      • user cant reopen resolved issue
      • user cant evaluate issue (when i have modified workflow with status close&evaluate)
      • priority of the issue should be visible if selected


      UPDATE by 6cf75f652d57

      We have released the following: 

      1. Jira Admins can remove any existing column in the request list page (customer portal) 
      2. Jira Admins can add the following columns
        1. created date
        2. Updated date
        3. Due date
        4. Assignee
        5. Priority
      3. Your customers can now sort on most of these columns. 

      How to do this: 

      If you are a Jira Admin, you can go to 'https://<your instance>/servicedesk/customer/user/requests?page=1', and click on the 'Customize' sidebar, you should be able to customize the columns that your customers see in this page. 

      Support Documentation

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            6cf75f652d57 Joseph
            jtye Joe Wai Tye (Inactive)
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