Any updates, Atlassian team? 😁

+1 need this feature added.

Just wanted to share a potential workaround that might help others facing a similar need.

We published a free app on the Marketplace called Extended JSM Portal - FREE Atlassian Marketplace. It allows project admins to display selected read-only fields on the customer portal, which can be useful in scenarios where customers need better context without edit access.

if you feel customers also should need edit permission on set of fields(per request type) post-submission, you may want to consider our another app Extended JSM Portal - PRO Atlassian Marketplace

If your use case aligns with this, feel free to check it out — it might serve as a temporary solution until native support is available.

Feel free to reach out to us if you have any queries  

+1 on making this a feature.

The world would benefit from this feature. Time to put it on the roadmap!

Please prioritize this with other features like linked issues, SLAs etc. in the customer view.

oh no, come on, is this not in place already  

It's getting really embarrassing how many basic functions are being artificially withheld so that people need to buy expensive add-ons.

And we pay USD 7,200 a month for this ...

+1 on making this a feature.

+1 - Our Customers are internal and for specific Request Typs it would be more then useful to show the assignee.

I found out today we can now add the Assignee on the portal view (hope it is not caused by a plugin hehe)

+1

a3e2088cf3a4 that's nothing, in the past six months or so I have seen two 20 year old requests finally delivered.

Um.. I see this request has been made 10 years ago... so no solution yet...? Kinda shameful to be honest

Hello Atlassian,

In our environment, I see customers @ mentioning assignees because they aren't sure if their issue will be going to the right person. In some situations, they might have been talking with an administrator prior to submitting the issue, and are @ mentioning that administrator in their issue submission.

In a recent release, I believe @ mentioned people in the issue automatically get converted into request participants. This causes a problem with our time to first response SLA because if the assignee is also a request participant, then when the assignee goes to reply to customer, that comment does not stop the SLA. So our assignees have to constantly remove their names from the request participant list and then reply to customer.

Looking forward to a resolution where the customer sees that Assignee on the portal view (next to their issue description), so that they don't feel the need to add the assignee separately to the request participant list or @ mention them (which in turn converts the person into a request participant and blocks SLA comments)

I also just think it makes sense for the customer to know who is working on their issue in case they need to call them.

For larger organizations, this may not be as necessary, but for small to medium size organizations, that communication between customer and assignee is vital.

Any updates? 🤡

+1

Atlassian clearly don't care. I am growing weary of letting down our stakeholders with simple features that are not possible and have been ignored for almost a decade.

Update on my comment of 22/03/2024 :

I was searching for a work-a-round and I found something that fixed my problem.

Don't know if this is the shortest way, but this is what I did.

I logged in with my administrator user on the portal.

You should see a customize button.

(Click on it. Do you see the columns and if they are selectable? I did not do this step at this time, so I don't know if they are visible at this time).

I clicked on the three dots at the top right.

I choose Manage columns

I removed a column

I clicked on the customize button

There I saw the columns that could be visible. Assignee was not selected, so I selected it.

Then I added assignee.

I asked the customer/user to test and she confirmed that the assignee column was visible.

So for me this issue is solved.

Hope this helps you.

Totally agree with Dorine.

Over this snail progression on this issue, there's something even more irritating:

I opened a ticket to the support but one Atlassian employee gave me the following "reason" why this is not implemented.  He wrote that

Agents pick tickets to work on from a queue, or they're assigned tickets. Having a customer give a key to an agent is not wise. Consider this: what if the agent is on vacation?

What do you guys think of such "reason"? I would call it a lame excuse.

Personally, I do not understand what he meant by "Having a customer give a key to an agent".  What key?  Whatever.

I'm thinking to myself:

If the agent is on vacations but nobody noticed this, that's the company's problem and the queue manager should be fired!  And if an agent holds on some tickets before vacations but does not tell his manager to reassign his tickets to other agents, that agent should be fired!

In any case, nobody would blame Atlassian for that reason.  Atlassian is just a tool.  It's annoying when the tool thinks it is smarter than the users!

Updated :

I was searching for a work-a-round and I found something that fixed my problem.

Don't know if this is the shortest way, but this is what I did.

I logged in with my administrator user on the portal.

You should see a customize button.

(Click on it. Do you see the columns and if they are selectable? I did not do this step at this time, so I don't know if they are visible at this time).

I clicked on the three dots at the top right.

I choose Manage columns

I removed a column

I clicked on the customize button

There I saw the columns that could be visible. Assignee was not selected, so I selected it.

Then I added assignee.

I asked the customer/user to test and she confirmed that the assignee column was visible.

So for me this issue is solved.

Hope this helps you.

Original comment:

Our portal users would like to see who is handling their request.

This seems a basic functionality  to me. Don't understand why you need to install plugins and pay for them??

Apologies for the shameless plug... but if you are interested in exposing additional fields (View Only) to the customer portal including Assignee, we are delighted to share we built an app that does EXACTLY that and recently published it into the marketplace; we called it JSMXtend - Additional Fields for Jira Service Management.

We'd love your feedback!

If this is something you could be interested in trying you could do so here:

https://marketplace.atlassian.com/apps/1233329/jsmxtend-additional-fields-for-jira-service-management?hosting=cloud&tab=overview

Hello @Julian,

Thanks Julian. But my issue is not resolved now because I have another rule when the ticket is created it will be automation assign the ticket to users, can't run simultaneously and I don't want the automation rule to reach the limit.

Regards,

Thank you for sharing your solution, Julian.

The downside to that workaround vs an Atlassian-provided solution is that it generates a notification to the customer, agent, request participants, etc. whenever a request is assigned or reassigned.

Many users already feel that Jira notifications provide too much "noise", and the additional notifications would worsen the problem.

I'd still like to see a built-in solution for this without a workaround required.

I've been using a couple of Automations to get around this issue for years.    Completely free and only takes 2 mins to implement...

1) Show Assignee in Portal View comments:

When: Issue assigned
Condition: Assignee is not empty
Then: Add comment to issue:   "The request has been assigned to [~accountid:{{issue.assignee.accountId}}]

2) Show Re-Assignee in Portal View comments:

When: Value changes for:  Assignee
Then: Add comment to issue:   "The request has been assigned to [~accountid:{{issue.assignee.accountId}}]

+1 any update for this request?

or work around (Maybe automation add comment and tag assignee? )

Even though the addon "Issue Details for Jira Service Desk" recommended does not have the best reviews I'm pretty desperate to have this basic functionality but guess what I can'y even install the app from the Jira marketplace due to an error. smh 

Displaying information (Assignee, SLA, custom fields) to your customer is such a basic and expected functionality. I find it ridiculous that Atlassian recommend marketplace addons to achieve this.

It's like buying a car to drive you to your destination and the dealership is like "Oh indicators? We didn't think customers would want those... Go to the garage down the road and buy some there."... (and we'll take a cut)

If it's basic expected functionality that everyone thinks should be included, Atlassian should include it with the product. If it's additional enhancements then allow marketplace developers innovate and add additional value.

Assignee is already visible in the portal request list. Surfacing the information to the customer issue view wouldn't be that hard, it's just another panel with some fields on...

At this point however, if Atlassian actually deliver basic functionality like this, they are impacting their own revenue generated by marketplace developers.

From a business perspective I appreciate that most development focus should be placed on new functionality and products that will draw in more customers and licence sales so that stakeholders can buy more yachts or whatever it is they do. However at some point the new customers are going to find out that basic missing functionality isn't likely to make it to a short term roadmap for around a decade...

I don't know how much of an impact this would need to have on customer retention for it to make a real difference and change behavior. In the meantime I guess we just watch things like this be de-prioritised every few years.

They won't prioritize again, because "there are more important items" - Since 2014.

At the same time... they release silly features like Action in Automation with Reactions .

Hi @itrojahn@atlassian.com 

Could you please our app to the Option 1 list? We have this feature in our own Feature Bundle app. I will be appreciated.

How difficult can it be to add a function like this? Please add this feature.

@SEAK Teng Fong

If you go to the JSM project and go to FORMS option you can create a new form for Assignee. Add a new field called assignee and link it to the assignee field. Then have this form default to all requests.
This will make the produce the assignee field on the portal in the center of the request.

I don't have attachment permission in this request so I can't add a screenshot.

@Aaron Geister

That sounds really good as a temporary workaround.

However, I'm unable to find that form you talked about.  Would it be possible to have some screen shots?

There is a work around to use a Form called assignee and make it default on the request and when the assignee is assigned it will populate via the form. I have done this and it works well. You can make it so it locks the form and makes it read only.

Another long-waiting request which is NEVER implemented.

I'm starting to think that Atlassian programmers are either too lazy or too incompetent.  And the choice is difficult.

So disappointing!

After all these years, just put an intern on this and get it done.

The ticket update is quite old. Do you have any predictions for this?

AAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAA why are you ignoring us? Is this issue so difficult to add?

I wish we could see who THIS request was assigned to so we could get this resolved, but....... oh wait, we can.

We just can't show our customers who their requests are assigned to. 🤦🏻‍♂️

Can we please get some attention here, Sushant Koshy?

+1 Very disappointing that this request has been ignored for so long

Please prioritize this.

It is not a daily problem, but it happens almost every week someone that is assigned to the case as "request participants" come into the office and ask: "is it me, that should do something about this?"

And we reply, no the case is assigned to Mr X, you ar just on a need-to-know list. And the natural answer is every time, "why on earth, do you not write that so I can see it..."  and I have no better answer than "just the way Jira works, sorry" 

How come after 9 years, the simple request of asking for the assignee to be visible in a task is not possible?  V odd.

The strangest thing is that Atlassian have allowed the assignee to be surfaced to the JSM Portal already in the Help Center request list where you can surface:

• Type
• Reference
• Summary
• Status
• Service project
• Requester
• Created date
• Updated date
• Due date
• Assignee
• Priority

There's no option to surface custom fields though. Or even surface basic things like SLA to the customer portal. Although these have at least reached 'Under Consideration' in:
https://jira.atlassian.com/browse/JSDCLOUD-325

https://jira.atlassian.com/browse/JSDCLOUD-4328

For now, The workaround could be to use forms and expose the assignee field only in that particular form and making sure that form is submitted so that the assignee field is read-only. Thanks

+1 - definite gap

Hi,

This should be optionally visible where the project admin should be able to configure whether to show the assignee on the portal in the request view or not.

Thanks

+1 please resolve this.

Clearly there is a benefit to this since this suggestion... since there is an assignee visible on this issue where we're asking for a visible assignee. How does that make any sense lol

+1 !!! please

Very basic functionality. How is this not out of the box?

This should be obvious.

+1, this seems like a very basic ask

+1 please

Hello everyone!

I'm Elyes, a Product Manager at Elements Apps
Following up my comment on JSDCLOUD-4328, you can use Elements Overview, to answer this use case very easily.

You can configure an overview that displays the assignee of "related" issues on other issues or on the customers portal. We can configure an overview based on the current issue key, which results in displaying additional information on the portal of the request (like the assignee)

Don't hesitate to try it out

In my unique case, I used a workaround of just commenting on tickets with the assignee name using this Automation formula:

• When issue is assigned
• Stop processing if issue is not in a relevant status
• If
  • Issue is unassigned: add comment that issue has been unassigned
  • Issue is assigned: add comment that issue has been assigned to <the assignee>

In my situation this has worked well to show assignee updates when in a relevant set of statuses.

I just checked out that workaround add on and it seems sketchy.  Reviews point to security issues with no responses from the creator, and I don't think it should be recommended.

+1 PLEASE!

Please add this feature!! Definitely an ease of use feature

We also have an automation that notifies the reporter of assignment of a ticket.  However, this runs once on first assignment, and a ticket may change hands.  It's nice for the customer to know who their contact is for a ticket.

How is this not a function in service desk portal? Your workaround is a terrible idea for users to install some unknown marketplace app that doesn't work and This app is not part of the Marketplace Bug Bounty program. This partner has not completed the Security Self-Assessment Program.

Once again, yes please

We have to use an automation script to add comment for client when an issue gets assigned.

It shouldn't be difficult. Default Off with an option in the project settings for Service Management products to display the assigned agent in the Portal view. Can't think of any more of a simple feature to add or anything less intrusive.

Sushant, this has dragged on for eight and a half years. Could you please provide a timeframe for resolution? Thank you!

Any update on this? Its more than a Year there is no update. Kindly update the current status of this.

This is very necessary – staff doesn't know who is working on their tickets or who to follow up with when the ticket sits forever.

definitely NEEDED ... +1 from me

this is something we have been after since inception of Jira SM at our company since 2017

+1

+1

I guess I had assumed that the requestor would see who was assigned to their ticket already. I think it's helpful for them to know that information.

I think having it switchable would be the way to go.
Some contexts you may want to see the assignee (small-ish internal service desk), others you would want it hidden (giant telco with angry customers)
Having it switchable per project would be great

This would be very useful +1 from me

+1

+1

It will soon be a decade since this request was open

Created: 13/Feb/2014 4:34 PM

Adding support. Seems counter-intuitive that you can view all request participants but not the agent who's assigned to the ticket.

Our team is constantly having to inform customers they don't need to add the agent they're working with to the request participants.

+1 ... desperately need this and think its such a key feature to add a personal touch

+1 ... I can't remember if I commented here before. Is there any work around or progress on this, please? Thank you.

+1 please allow option to show Assignee on portal tickets.

Hi all,

In case you need to display Reporter or Assignee information from your IdP (Azure AD, Okta, OneLogin) in Jira issues or in the Service Management Requests (via portal) to speed up ticket resolution and give more information to agents, there is MindPro Sync. The app is for Cloud and also shows the user hierarchy and set approvers automatically based on the hierarchy. Here is the link: https://marketplace.atlassian.com/apps/1226659/mindpro-sync-okta-azure-onelogin-attributes-in-jira?hosting=cloud&tab=overview

+1.  Is there also a suggestion for the Request Participants field to be shown on the customer portal?

+1

+1

+1

This has a daily impact on workload. Because users can't see who's working on their stuff they make duplicate tickets ALL. THE. TIME. Duplicate tickets slow down all the tickets.

@erinblomert: Thanks for pointing this out.

@JIRA: Clearly there's another reason you're not telling people as to why the assignee isn't available on the Request itself but viewable in the Request area.

Hey all,  here's a small workaround - If you go on the portal and click "Requests" and then "Customize' on the right hand side of the screen, you can choose which columns the customer sees when they are searching their requests.  It's possible to add "Assignee" as a column there, even if it does not show up on the ticket.

+1

Needed.  users complain

+1

+1

+1

+1 PLEASE

+1 How can you provide a top notch customer experience without exposing who the HUMAN is you're working with?  Take a serious look at adding this please.

+1 Why is this not already a thing?

+1

Our users request this feature

Hope we see Assignee on Portal Т_Т

+1 We also need this option. Thanks

Great answer, Sushant...just great. This thread originates from 2014. Really impressive.

Hello everyone,

Thank you for sharing this feedback and following this ticket.

We evaluated this ticket and understand that we need to provide the ability to show assigned agent on Portal. However, we will not be able to prioritise this at the moment as there are other items in the short term roadmap which are higher priority. We will definitely get back to you once we pick this up in our short term roadmap.

Sushant, Product Manager, JSM

+1 for this.

 I have a team of Agents whose internal customers tend to chase on the follow up of the request status. So if they have no idea who is the assigned Agent tending to the request at the moment, they ended up spending too much time barking up the wrong tree.

 Ideally displayed in the View Request Screen as well

+1 for this. Also using Jira and SD internally and this is important.

+1

We use Jira Service Management internally so this feature would be really great for our teams to know who is handling their request!

+1 for this.

I'm not sure what all the best practise non-sense is about not showing the assignee to the customer (that I've read on some community posts). If you're only using JIRA internally, it makes total sense to display the assignee. 

Definitely this should be available OOB, different organisations use JIRA in different ways and should be afforded the flexibility to do so.

Best,

Mark

I'm quite suprised this simple yet fundamental variable hasn't been developed ... Please get this sorted out.

This is a joke that this doesn't exist on such a widely used Service platform.

This is a very basic option if the Jira service desk was intended to be used by external customers.

This feature is now part of the Feature Bundle addon. It's a commercial app.

https://getsupport.atlassian.com/browse/PSCLOUD-52160

I agree with all the previous comments. How many more votes are needed by Atlassian to make this a priority? It has been hovering between 18 and 19 in the priority list. How can this be escalated?

Why can't the assignee act like the reporter and the request participants? They show on the form. I don't understand why it doesn't show? This is a Joke or what?

Jira Service Desk has so many pieces that can be customized, I don't understand why the customer portal cannot be customized.  Not only should the assigned tech be visible, but we should be able to toggle fields on or off - custom and built-in.  How hard can it be to add read-only fields to the sidebar?

I mean, at least let us customize it with a Jira Screen.  Honestly, even just a basic solution should be extremely simple to do for now.

Our solution: https://marketplace.atlassian.com/apps/1219320/issue-details-for-jira-service-desk?hosting=cloud&tab=overview

This should be a very easy thing to add to the customer portal. Simply add another column and pull in the data for "assignee" for the ticket. The same information should be pulled into the individual ticket view. We sometimes have to change who the assignee is on a ticket, and the client deserves to know who their new contact is and be able to address their comments to the right person.

If this option is not resolved in the coming 6 months, we will need to move to a different ticketing solution.

this request ist open since 2014...??

Yep need an add-on for EVERYTHING!

+1

Hi,

You can display Assignee on the Request Detail View thanks to using our app Extension for Jira Service Desk Cloud. Read about this feature in our documentation.

Kate

same here, this feature would surely help our customers

Agreed, I need people coming to me about issues assigned to me otherwise I'm having to create all these automation rules to send notifications to everyone including myself rather than the end user just sending me a quick message about the issue. Actually makes more work for me not having this available.

@Atlassian why is this being restricted? Is the real question.

Why is this not an available option? 
Customers need to be able to see who is working on their issue so that they can follow up. 
Using comments as a workaround is clunky and not at all intuitive. 

Very disappointed. I hope this is fixed soon. 

Yes please, this would be real handy. +1

Ditto.. our customer would love this visibility surprising its not there. 

We would like to see this on the portal as well. 

We would like to see this on the portal as well. 

We have the need also for our customers to see the assignee on the customer portal.  Thanks.

In pluginExtensions for JIRA Service Desk there is an option to show Assignee in customer portal. It is shown on issue next to creator.

Please note that this plugin is not available for Cloud instances. Hence, for Cloud, there is no workaround at all.

In pluginExtensions for JIRA Service Desk there is an option to show Assignee in customer portal. It is shown on issue next to creator.

We would like this feature as we need more visibility towards our end-users.

Any news on this?
Work-around to make assignee visible to the customer?

PS. Sry for deleting link... didn't think i'd have access to delete the link, when i'm not even allowed to visit the link.

In the current version, Why would the Assignee need to have a preset value?
Why wouldn't it just use the project default value for Assignee when it is first created, then show the current value while being displayed?