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  1. Jira Service Management Server and Data Center
  2. JSDSERVER-1106

Need more fields in the 'My Requests' view

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    Description

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

      Atlassian Update – 10 December 2021

      Hi everyone,

      Thank you for your interest in this issue.

      As a part of Jira Service Management Data Center 4.21 we have released column configuration on the Help center’s request list view. This allows Jira admins to select the columns that they would like to appear in their customer's requests list. It also allows customers to configure and order the columns.

      The available fields are type, reference, summary, status, service project, requester, created date, updated date, due date, assignee and priority.

      Please refer to our documentation to learn how to configure the requests list.

      Kind regards,

      Charlie Marriott
      Jira Service Management, Data Center & Server

      Currently, the view in the customer portal can be pretty limited, it only shows the summary of the ticket, the status, and the Request Type. It would be great if we could add more fields to that view (as well as operations), for example the assignee, the ability to add a comment, add attachments, and more.

      There are a few reasons as to why this should be implemented :

      • user cant see initial response time and target resolution time in their requests
      • user cant see current assignee for escalation
      • user cant reopen resolved issue
      • user cant evaluate issue (when i have modified workflow with status close&evaluate)
      • priority of the issue should be visible if selected

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              cmarriott Charlie Marriott
              jtye Joe Wai Tye (Inactive)
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