Field Priority is missing from the list of available fields

I would like to be able set what fields I think my customers should see in the Portal. Not just be limited to what yall deemed the only fields I need.

We may use a custom field for our priority ,or even if I want a column for Resolution to be displayed.

For custom fields you will need an app like the one we made - Advanced Portal Reports - on the Marketplace. There customers can see a report with all fields of issues allowed by project administrators, sort by columns, export to CSV, etc. We welcome all feedback to improve the functionality.

This is how you (Jira Admin) can do it: 

cheers

Joe

Hi

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. 

We are also building the ability to filter by customer-facing-status now, which will be shipped in April. 

cheers

joe

As a newcomer to using JSD, we found that there are some aging methods. For example, fields cannot be uploaded in batches through the background, and each iteration needs to be created again. It is very primitive. We hope that the content can be updated dynamically and does not require scripting.

Hello everyone. I'm joe, Product manager at JSD. I would like to have a chat with you to understand the use cases here. If you want to have a 30 min call, please reach out to me jjayanth@atlassian.com. 

 cheers

We have just launched the Cloud version of Advanced Portal Reports on the Marketplace.  Now customers can see a report with all fields of issues allowed by project administrators, sort by columns, export to CSV, etc. We welcome all feedback to improve the functionality.

I've supported and used JSD in three different companies for approximately 6 years now. Much improvement from the early days, but it does lag far behind the competition who have improved their products faster than atlassian. Zendesk for example has far surpassed JSD in features and customization capability, to the point where we are taking a more serious look at it as an alternative to JSD for internal use. Atlassian is just not a customer focused company. (look how old this request is and how many people have voted...there are countless examples of this.)

That being said, you can use some add-ons to improve the portal's capabilities, add more fields, and improve the default view. Check out Deviniti's add-on's for JSD. There's even one to give a more functional search and filter view (my requests extension), though I don't like the static name choice in the requests menu (Extended my requests) and it does not play well with Refined Theme, which we are using for our JSD. 

We would need this feature to stay with this product. Customers can't even see the priority  of the bug. 
Not very useful at all. 

I second all of Cristina's comments, this is a real limitation. Additionally, we'd love to be able to create a board to visually show specific customers (which have many requests) the status of each one.

We need this feature as well.

We need to:

• define additional searching criteria, for example the single status of the issue and not just opne and close
• order by a field: e.g. order by creation date or subject (because no filter are available)
• having more fields visible to customer like SLA, defined due date, additional custom fields like resolution plan, assignee of the ticket.

Our customers are getting crazy, they do not have enough informations and they are continuing asking us for that.

Please consider this asap.

I 2nd Finn Harsfort's statement from 4 days ago: 

"The lack of FixVersion in the request view is a major problem for us and our customers. After a bug is fixed we publish the FixVersion, but customers are unable to see this in the open request list, and therefore don't know which version to get deployed for their system.

Please make it possible to customize the columns in the request list on the portal. "

The lack of FixVersion in the request view is a major problem for us and our customers. After a bug is fixed we publish the FixVersion, but customers are unable to see this in the open request list, and therefore don't know which version to get deployed for their system.

Please make it possible to customize the columns in the request list on the portal. 

+1 Need this pretty badly since feature request end up in the same bucket as bugs for some reason, so can't even filter by request type...pretty terrible user experience for what should be a basic feature. 

Totally agree with that issue, that's a must have for any helpdesk software.

That's a must-have functionality, our customers need basic options like Order tickets by date, that kind of lack could make a customer look for another kind of helpdesk software. So sad.

Please give us the ability and/or our customers the ability to add more fields to their pipeline view.

Our custom want to see the Priority of each ticket in their pipeline view in order to better manage all their tickets.  I would imagine every company would want a change like this.

Totally unacceptable! It is easy to see that you are leaving out space for plugins to cover the functionality, so you can make more money, but plugins should provide add-on functionality, not the basics!!!

I'm another dissatisfied customer with Atlassian's response to this. JSD cannot do basic things other SD products can. I've used JSD for five years at two different companies, but there's not a month that goes by where I don't ask myself why we still are a JSD customer. I think we've reached the end of our rope. 

Gregor, this is a ticket for Cloud and that plugin is available only for Server. So there is no such plugin available for Cloud version. Hopefully, Atlassian or a great vendor will change that soon 

There is an add-on product that allows you to customize Requests view and add additional fields - Ultimate Theming for Jira Service Desk.

We're running into the same problem with customers.

Atlassian,

could you give us an update? (you should give us an update...)

This is the reason why I canceled the trial. I cannot use this product for my business needs without this feature.

I need to show the times logged in for each ticket as the invoices are based on them. Customers need to be able to see time spent on each ticket. Also, a due date field is required for us to use Service Desk.

It's been 3 years since this issue was raised with Atlassian and still no fix!!! Atlassian please listen to your customers

Hi all,

Our clients are also asking us to add columns like "Date" or "Last update date". We think those are very important for them.

Does anyone have any information about it?

I would also appreciate an atlassian feedback...

Regards

^^^^^^^^

Up!

An atlassian feedback would be appreciated...

+1 any update please?

Any update on this feature? I'm looking for more custom fields like "Priority"  & "Date" to add it to request page. Could you please help on how this can be achieved.

Same here. Customers would like to check pending request to avoid duplicates.

Totally agree with this. Being able to add your own columns would be great, adding only the due date as a quick fix would be fine for now.

I also think that "It will be perfect to customize columns in 'My Requests' view by ourselves."
All of our customers are requesting to improve that view.

^^ what Riane said.

Is there any timeline of launch for this feature? Does anyone have any workarounds they could share?  Thanks all! 

I am just getting started with Service Desk and have found that it is lacking on the customer portal side. I agree with many here, we need to be able to choose what columns are visible. The biggest column that is missing is one for last updated date.

Our customers are also disappointed. It would be great if we could choose what columns will be visible. Customers have asked for e.g. Issue Created and Updated dates to be visible.

Customers can not order and can not search on those few visible fields...
And on the details page, customers can not display custom fields, worklog and estimated time.
Customers are very disappointed and more than one asks to change supplier.

We would also welcome this change, it's very limiting to only show a few default fields with no customisation.

also making the columns sortable would be a great plus

I need this, the view is very limited and customers is getting annoyed.

When can we expect this feature to be in the product? This is a highly desirable feature. Our customers are not happy with the current customer portal as they can't see any details around their tickets

Would love to see the SLA timers in the request list

Due date would be nice to see in the listing.

It will be perfect to customize columns in 'My Requests' view by ourselves.

This is a highly desirable requirement, every other screen in JIRA is configurable so its strange that this is so limited. Even having the ability to sort the issues by date created, the most simple of requirements is not available.

Please include this ability in an upcoming release, this is highly limiting for our customers and as we have the Cloud instance there are limited plug-ins available to enhance this feature.

There should be the ability to choose Standard and Custom fields to add as data types for customers to see and filter on. They should also be able to sort based on the column header for reviewing their requests.

Agreed. If the Service Desk tool is intended to serve the client, the client will have specific fields they want to see in the summarized list of requests. This is an extremely important feature that should be prioritized along with https://jira.atlassian.com/browse/JSD-270

I also need to add fields to the "My Request" view.

This feature should be implemented. It should be possible to add custom fields to the My Request page.