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  1. Jira Service Management Cloud
  2. JSDCLOUD-1511

Allow adding Request Participant field into Request Form in Customer Portal

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      Update 9 March 2023

      Unfortunately, this issue is not on our short or medium-term roadmap. We will be revisit this issue again in another 3 to 6 months.

      It is possible to add the Request Participant field to a Form (Project Settings > Forms) which is then displayed on the customer portal; however, you cannot create new participants using this field, and due to security restrictions help-seekers will not be able to search for existing participants. 

      We will continue to consider this request as we look at improvement to the request configuration and portal.

      Thanks,

      Simon

      JSM Product Manager

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      Update 9 March 2023 Unfortunately, this issue is not on our short or medium-term roadmap. We will be revisit this issue again in another 3 to 6 months. It is possible to add the Request Participant field to a Form (Project Settings > Forms) which is then displayed on the customer portal; however, you cannot create new participants using this field, and due to security restrictions help-seekers will not be able to search for existing participants.  We will continue to consider this request as we look at improvement to the request configuration and portal. Thanks, Simon JSM Product Manager

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

      Problem Definition

      Currently, when users go to Settings -> Request types --> Edit fields --> Add a field, Request Participant field is not in the list even they've added this field to the issue type by editing the create screen for this project..

      Suggested Solution

      As a user, I'd like to display Request Participant field in the Create Issue screen in customer portal.

      Possible workaround (limited)

      It is possible to add the Request Participant field to a Form (Project Settings > Forms) which is then displayed on the customer portal; however, you cannot create new participants using this field, and due to security restrictions, help-seekers will not be able to search for existing participants. 

      Why this is important

      It would save a considerable amount of time to be able to add participants while creating the ticket instead of sharing it later.

      Workarounds

      • Share the ticket with the request participants after the ticket is created.
      • Create a custom 'User Picker (multiple users)' field and add a post-function on the 'Create' transition on the related workflow to copy the values from the custom field onto the Request Participants field. You can find details at How to add Watchers or Request Participants during issue creation.

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            96677a1d9b4c Sam Knight
            rsaputra Adven
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              Created:
              Updated: