Let me know when this is added to the roadmap. This is BASIC functionality that a Help Center should have. 

At Elements we understand the importance of displaying additional fields on the Jira Service Management (JSM) customer portal to enhance transparency and provide customers with pertinent information. While the Atlassian team has acknowledged this need, the feature is not yet available natively.

In the meantime, to address this requirement, you might consider using our app, [Elements Overview|https://marketplace.atlassian.com/apps/1229459/elements-overview-display-related-issues-in-custom-views?hosting=cloud&tab=overview&utm_source=atlassian&utm_medium=ticket&utm_campaign=JAC_4328&utm_vendorID=4952]. This tool allows you to display specific fields, such as SLAs, related issues, or custom fields, directly on the customer portal. By configuring Overview, you can ensure that customers have access to the information they need without overwhelming them with unnecessary details.

Implementing Elements Overview can bridge the gap between current JSM capabilities and your organization's needs, enhancing the customer experience while we await native support for this feature.

Kind regards, 

Julie

Another item being spoon fed to Atlassian for something that is available in older systems.  In looking at the last 15 suggestions released, none of them had this many votes.

Hi, 
While we wait for Atlassian to implement the feature and if you are interested to achieve this solution through 3rd party app. you may want to consider one of our apps

Extended JSM Portal - FREE
Extended JSM Portal - PRO

Both will help you to display fields on customer portal

Thanks & Regards,

Leo

Not possible to implement a custom field named "read only" to display information between the fields the customer fills. I do not want to use "forms" due to the information displayed within them are not assignable to values.  

If you don't mind using a paid app, Elements Overview lets you display "hidden fields" to your customers directly on the JSM portal. It's as simple as selecting which fields to display and where.

Full disclosure: I work for the editor of the app.

The app is free for 30 days (and stays free if your instance is under 10 users), so don't hesitate to give it a try.
And please reach out if you have any question.

Created:27/Sep/2016

come on guys

This should be already review and added.

A customer support needs this. We cannot NOT share some information.

Why this is still under consideration? 

The UX of this is too important.

8 years. More than 1400 votes. "Under consideration". Enough said..

This feature would help my team out a lot as well. There is a lot of follow-up information we'd like to display on the customer facing ticket version that can get lost in comments. 

I apologize for the shameless plug, but I wanted to share some exciting news about a new plugin that could greatly enhance our Jira experience.

Introducing Extended JSM Portal - PRO!

This powerful plugin offers advanced capabilities for our customer portal, including:

• Request Type-Based Fields: Display fields based on request type, with support for time tracking, SLA, linked issues, and more (excluding asset fields).
• Editable Requests/Fields: Customers can edit their requests and fields, with project admins controlling which fields can be rendered and edited.
• Custom Field Labels: Project admins can provide custom labels for fields in the portal, different from their original names.

Extended JSM Portal - PRO is designed to streamline our workflow and improve user experience. I believe it could be a valuable addition to our toolkit.
[Extended JSM Portal - PRO | Atlassian Marketplace|https://marketplace.atlassian.com/apps/1234616/extended-jsm-portal-pro?hosting=cloud&tab=overview]

I second that!!  I am really struggling with my JSM portal and how to show clients data for informational purposes.  Simple stuff like "Time and Materials or Fixed Bid" and "Billed hours to date"... they need this information on the portal but I can't have them updating it.

And to put a label on the portal field like "Billed hours to date (please do not update this)" is silly, unprofessional and looks terrible.

We're BEGGING now for this to be implemented!!!

8 years. More than 1400 votes. "Under consideration". Enough said..

Hi 7cdb8ee92890 , sorry for the inconvenience you are facing with our app. could you please reach out to us here ( Code4Me Support - Jira Service Management (atlassian.net) ).

for some reason the attachment is not rendering, Thanks

Hi 831cfb9e68f5,

Why is the priority not populating on my end when I have enabled it through you app? Am I doing something wrong? I even choose all the priority showing to no avail . Thanks

Hi there,

given the significant demand from our customers, we've introduced an extension app for Awesome Custom Fields. This app empowers you to seamlessly integrate our fields into JSM form and portal views per request type.

Find out more here: https://awesomecustomfields.wikipage.io/c/11993089/getting+started+in+jira+service+management

Cheers paul

(part of the Awesome Custom Fields team)

Hi Peter,

we are so happy to hear that the plugin meets your requirement. Even though the field is configured for portal it won't be displayed to customer unless they hold/have any value in it

And of course we are already in the process of implementing the feature you have mentioned along with other extensive features we have planned

Best Regards,

Leo
CodeForMe

Hi  Leo Prakash,

Thanks for your reply.
I have installed and tried it out, and so far it looks good and meets the requirements!
 
Best Regards.
 
 

We started using it today and looks good so far. 

Would be nice to be able to enable/disable which request types can show the field.

Hi Ivanna,

Thank you for your interest in our plugin. I'm pleased to inform you that this will be a FREE plugin permanently, with its current supported fields.

We would love to hear your feedback on how it works for you!

Best regards,
Leo
CodeForMe

Hi  Leo Prakash,

Is "Extended JSM Portal - FREE"  permanently free or temporarily free?

Thanks!

Extended JSM Portal looks good to me.

Apologies for the shameless plug, but we couldn't help but share something we're quite proud of. If you're interested in exposing additional, view-only fields to the customer portal, we've built an app that does exactly that! We recently launched it on the marketplace under the name [Extended JSM Portal - FREE | Atlassian Marketplace|https://marketplace.atlassian.com/apps/1234168/extended-jsm-portal-free?hosting=cloud&tab=overview].

We’d genuinely appreciate your feedback on how it fits into your workflow.

If you’re intrigued and would like to give it a try, you can find it here: https://marketplace.atlassian.com/apps/1234168/extended-jsm-portal-free?hosting=cloud&tab=overview 

Thank you for considering our solution, and we're eager to hear your thoughts!

I would say other tickets waiting up to 20 years with more than 5k votes. I know a few...

What has a higher priority than an 8 year old request with 1440 votes? I think you need to get your priorities in order.

+1

Pleeeeeassseeee implement this!  There are fields that we would like to show the customer, like SPRINT, or other customer fields that we do not want them to change but they need to be able to see.  This seems like a very straight-foward request.

On each field - allow for edit or no edit.

People have been requesting this for 8 years and still not completed. There over 1.4K upvotes and close to a thousand people watching this. This is frustrating to see. 

Apologies for the shameless plug... but if you are interested in exposing additional fields (View Only) to the customer portal, 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

Where is it?

+1 

Any updates on this?

Very frustrating - especially when you want to display in clear text how you have resolved a customer's issue. Not sure why this isn't an out of box feature, many other ITSM products offer this.

I got a reply from support about it, there is another workaround about warning: ""To avoid fields appearing twice, some Jira fields will be removed from your request types so they can be linked in this form instead."

1. Create a dummy Request type "Test"
   2. In Form settings, link Create New Issue with "Test" request type.
   3. Added and saved root cause and resolution details field in request form of the correct Request type and it allowed to save.

You might want to try.

It seems like something has changed in the last few days and while Sean's workaround remains functional in the types that we'd already configured it in, attempting to add a field to both the form and the request type now seems to get caught as "not allowed".

"To avoid fields appearing twice, some Jira fields will be removed from your request types so they can be linked in this form instead."
 

+1

we also waiting for this feature

@Niklas Zarnecke I changed configuration to show using Component’s instead of Priority to hide the section: https://i.imgur.com/EelXIhY.png

Here is what it would look like on the customer portal: https://i.imgur.com/joJ1TBE.png

@David Meredith “Priority” field was just an example. It can be any Dropdown, Checkbox, or Radio field. However, your point is still correct though that the form “locks” the field and you won’t be able to see any changes. You could then hide the form, and show the field as a read-only at the top, then it would stay up to date (as shown in example above).

This is starting to stack workarounds on top of workarounds though, getting convoluted…

And there is an additional use-case we have run into where we want Read-Only fields on forms (not just the request):

Some of our forms we want the Customer to just to do a review/verification, only filling in a few additional fields, then they save and submit and it generates a .pdf with what they reviewed/added. Having the review fields as read-only on the form would be better as we don’t want them to change the values at that time.  Also having conditional form sections based off read-only fields would help us build more complex forms (where we don't want Customer to change the value/section shown)

I'm glad that there is some form of workaround however I need to advise that when the form is submitted that data is static and won't be changed if any of the linked field values change. So if you add 'Priority' to your form and at the time it's added it's P2. If priority changes, the form will not automatically update the field value. You'll need to reopen the form and submit it again to 'publish' any changes.

I understand why, the form SHOULD NOT change from the data submitted. But this does mean it's not really a viable workaround for my use case.

This has now been UNDER CONSIDERATION for ~3 years. In 2021 we were told that it won't be on the short term roadmap because there has been other work with higher priorities. Since then the user impact score has gone from ~300 to ~2200.

As admin I want to use JSM to give a good experience to customers but it's made impossible when basic functionality just isn't present or prioritised for development.

Please give an update on this. 

@Sean Brewington Thanks for sharing! Can you provide a screenshot of a open incident with your workaround, we would be thrilled to see how it looks for the Customer! Best Regards Niklas

We found a workaround that allows showing read-only fields at the top of the Customer Portal outside of forms. So you do not have to manage internal/external forms.

Caveats:

• Does not work within forms.

• Only shows at top of portal page after ticket creation, allowing Agent’s to change values afterwards. (Note: fields that are empty appear to stay hidden until an Agent adds a value).

• Seems like it might be unintended behavior, that could be removed. i.e. @Atlassian please don’t remove this work-around until this ticket is implemented!

Steps to create:

1. Create or edit a form that’s linked to a Request Type.
2. Settings → Form must be linked to Request Type that’s filled out when raising a request on portal.
3. Add fields you want Customer to fill out normally.
4. You must add at least 1 Radio or Dropdown field that you can use to make a conditional section.
5. Create a new section (add 2 bars). I named this section Hidden Read-Only Fields.
6. Make the selection Conditional, based off of any Radio or Dropdown field you have.
7. Leave ‘IS ANY OF' blank. This keeps the section hidden!
8. Put Read-Only fields you want in this section. Must be linked to corresponding Jira field.
9. Save form and go back.
10. Select → Request types → type you linked in step 2.
11. Add your Read-Only fields to the Request Form between instructions and the form you created.

Now when you raise this request type on portal, the fields will be hidden on the form, but show on the ticket as read-only when an agent, workflow, automation, etc. fills in the value.

Example Form I created:
(doesn’t seem I can upload attachment, so had to upload to imgur):
https://i.imgur.com/KYJGZap.png

This is an absolute necessity at this point.  It's been way too long "under consideration".  Forms aren't as easy to manage/maintain as you make them out to be.  As an Admin for an enormous installation... I don't have time to make the form internal, then external, then internal... and manage all of that.

PLEASE IMPLEMENT VIEW-ONLY FIELDS!!!  We could use this internally and on the portal.  It should be an essential option just like "required".

Hello, 

forms don't work for me as in forms is not possible to add fields from addons/apps.
Any other idea on how to provide some static text in customer portal?

This would be a great way to enhance the customer experience!

As we are heavily missing this feature, we implemented it ourselves, to achieve this. With https://marketplace.atlassian.com/apps/1231484/awesome-custom-fields-for-jsm we are able to add our custom fields to the service request form and the view.

Almost 2 years later still not prioritized..? Can you give an update?

Can we have an update on this please, it's the second most voted cloud issue for JSM and the top voted issue has been addressed. Theoretically this should be the next feature.

+1 please

Hello everyone!

I'm Elyes, a Product Manager at Elements Apps

We have an app, Elements Overview, that answers this use case very easily. You can configure an overview
that displays information 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 (such as Fix Versions, Due Dates or more).

Don't hesitate to try it out!

Definitely a use case we'd love to have. There is data/fields on requests we want to show customers, but not allow them to modify. 

+1 it is a common use case

Come on, Sushant, the request itself is 6+ years old, but what's worse - it's more than 2 years in the same "Under Consideration" status... amazing... are you really so negligent?

We are interested in this feature as well.  However, I'd like to have the choice of whether it's read only or if the customer is allowed to edit.  For example, we have a custom field for them to enter a customer reference number.  This is something they should be able to edit themselves if/when needed.

Laura

+1

It is a very common use case that we have to expose certain fields that are not on the request form to our customers via portal view - mostly for informational purposes.

+1 as well.

This feature is requested from many our customers to provide more transparency throughout our daily operations. 

We would very much like to see this implemented as well for our team as it would strongly imprive the customer experience and appreciation of their portal

+1

just being able to add extra information and break up the portal form into different sections would be useful 

+1 please!

Have a business need to add custom fields to request as view only for the customers.

This would be a very useful feature for us, too.  

If a customer wants to change the priority of a ticket after the fact, they can add a field transition called "Escalate" (or some other name I believe) in the workflow and show it on the customer views via a checkbox. This causes a clickable button to appear on the customer view next to the current status. Then the workflow can be controlled with automation.

Adding read-only fields to the forms after they are submitted can be done with an inexpensive addon called "Fields panel for Jira Service Management". https://marketplace.atlassian.com/apps/1226586/fields-panel-for-jira-service-management-jsm?tab=overview&hosting=cloud