• Icon: Suggestion Suggestion
    • Resolution: Unresolved
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    • Customer Portal
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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

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

      The simplified interface for the Customer Portal is great, but we have some workflows which present challenges, for instance, uploading a PDF.

      Our PDFs could be one of 5 types, and each type has some specific metadata. Our current options are to either have 5 request types for uploading a PDF, or to put all the metadata options on one "Upload PDF' request.

      It would be great if it were possible to have multiple steps in Customer Portal so that a customer could:

      1. Click 'Upload PDF' request
      2. Get a common screen which applies to all PDF upload requests.
      3. Enter information, including a 'Document Type' for the request.
      4. If the document type was set to 'Analyst Report' then provide a way for the user to give the metadata required only for that type.

      This could be accomplished with multiple screens in a wizard setting, or with conditional fields which only appear when something is checked, e.g. an analyst report metadata fieldset which only appears when type is set to 'analyst report'.

            [JSDSERVER-249] Multi-step requests in Customer Portal

            Conditional fields are a very grave omission from JSD, it's one of the things which our customers often ask for. They seem unimpressed when we say it's not possible and we'll just have to explain in the help text what the user should do.

            Gary Bates added a comment - Conditional fields are a very grave omission from JSD, it's one of the things which our customers often ask for. They seem unimpressed when we say it's not possible and we'll just have to explain in the help text what the user should do.

            Tim C added a comment -

            I know as a Jira customer we will never use Service Desk if this feature isnt implemented. Thats why we use zendesk for this exact reason.

            Tim C added a comment - I know as a Jira customer we will never use Service Desk if this feature isnt implemented. Thats why we use zendesk for this exact reason.

            +1 For the conditional fields idea. We have similar issues, in which depending on a certain field we either want one or the other field filled. Now we have to work around this by either putting both fields on the form or by creating two separate request types, which both are somewhat confusing for the customer.

            Marcel Blok added a comment - +1 For the conditional fields idea. We have similar issues, in which depending on a certain field we either want one or the other field filled. Now we have to work around this by either putting both fields on the form or by creating two separate request types, which both are somewhat confusing for the customer.

              Unassigned Unassigned
              kevin.barkan kevinb
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                Created:
                Updated: