Problem Statement

When customers view their submitted requests on the JSM Customer Portal, the "Show Details" section is collapsed by default. Customers must manually click to expand it every time they want to see the full request details (custom fields, additional information, etc.). This creates unnecessary friction, especially for organizations where the details section contains critical information that customers need to reference frequently.

Proposed Solution

Provide a portal/project-level admin setting that allows JSM administrators to configure whether the "Show Details" section on the Customer Portal request view is:

• Collapsed by default (current behavior)

• Expanded by default (new option)

This setting should be configurable per project or per request type, giving admins flexibility to tailor the portal experience based on the nature of the requests.

Use Case

• Enterprise customers who submit complex requests with many custom fields need to quickly reference the full details without extra clicks.

• Support teams that encourage customers to self-serve and review their own request details benefit from having all information visible upfront.

• Organizations using Assets/CMDB fields, multi-select fields, or rich descriptions in their request types want customers to see the complete picture immediately.

Suggested Behavior

1. A new toggle/setting in Project Settings → Portal Settings (or Request Type configuration) labeled something like: "Show Details section expanded by default on request view"

1. When enabled, the "Show Details" section renders fully expanded when a customer opens a request on the portal.

1. Customers can still manually collapse it if desired.

Workaround

Currently there is no workaround — the section is always collapsed and there is no admin-facing configuration to change this behavior.