• Icon: Suggestion Suggestion
    • Resolution: Unresolved
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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.

      I was wondering if we could have the option on what to show on the Requests page of the customer portal?

      A client would like visibility on dates, specifically Created and Updated dates, to be displayed on their Requests page of the customer portal.

      The only way I could currently provide this visibility would be to add them to Service Desk, and not limit them to Portal Access, which would be inconvenient.
      It might be nice to be able to customise the Request page view how you can customise the Queues.

            [JSDSERVER-4073] Show Created and Updated dates on the customer portal Requests page

            Wow, that's nice to have those dates, but I'm still missing the start date so the customer knows when we planned to start their job/order. Is this also planned to be able to display it?

            Tatjana Suter added a comment - Wow, that's nice to have those dates, but I'm still missing the start date so the customer knows when we planned to start their job/order. Is this also planned to be able to display it?

            Victoria H Vaughn - It looks like Jira deleted my last reply. I'm not sure if you received it or not. I'll try again without any links, in case that was the cause of them removing it. 

            I go to my Help Center as if I was an end user, but I'm logged into JSM as an internal employee. You might need to be the admin for your project to see this menu I will describe below.

            When on this page, on the far right hand side, there is a vertical pop-out menu that says "Customize" with a pencil icon. However, before clicking on that, I first clicked on the Requests button in the upper right hand corner. Once on this page, the vertical Customize menu is still visible. Click on the pop-out menu and you can select your dates.

            Mike Mahoney added a comment - Victoria H Vaughn - It looks like Jira deleted my last reply. I'm not sure if you received it or not. I'll try again without any links, in case that was the cause of them removing it.  I go to my Help Center as if I was an end user, but I'm logged into JSM as an internal employee.  You might need to be the admin for your project to see this menu I will describe below. When on this page, on the far right hand side, there is a vertical pop-out menu that says "Customize" with a pencil icon. However, before clicking on that, I first clicked on the Requests button in the upper right hand corner. Once on this page, the vertical Customize menu is still visible. Click on the pop-out menu and you can select your dates.

            Mike Mahoney - are you seeing this on the internal configuration of the project where Queues are configurable or another page?  When navigating to the client facing Request Portal I don't see either of those options in the Manage Columns section for selection on their end but they are configured for review internally.

            Victoria (Vaughn) Paris added a comment - Mike Mahoney - are you seeing this on the internal configuration of the project where Queues are configurable or another page?  When navigating to the client facing Request Portal I don't see either of those options in the Manage Columns section for selection on their end but they are configured for review internally.

            Mike Mahoney added a comment - - edited

            I show that Created and Updated dates are now available to select. As an admin, you can go to your portal and then click on the Customize pop out menu. By default, those date fields are not checked.

            Mike Mahoney added a comment - - edited I show that Created and Updated dates are now available to select. As an admin, you can go to your portal and then click on the Customize pop out menu. By default, those date fields are not checked.

            This is the first request my Customer made once transitioning to the Service Management tool.  Are there any updates on this as an enhancement?  Date information is critical for these users to see from a snapshot on the Request page, not just within the case.

            Victoria (Vaughn) Paris added a comment - This is the first request my Customer made once transitioning to the Service Management tool.  Are there any updates on this as an enhancement?  Date information is critical for these users to see from a snapshot on the Request page, not just within the case.

            This is an often requested feature from our Customers. Please keep us updated on the progress of the possibility to implement this feature.

            Mike Mahoney added a comment - This is an often requested feature from our Customers. Please keep us updated on the progress of the possibility to implement this feature.

            +1

            Gergely Szabo added a comment - +1

            deviana.c added a comment -

            need this feature for customer portal view

            deviana.c added a comment - need this feature for customer portal view

            @Atlassian, can you tell us how many people have to gather interest for this to move forward? 

            Nicholas Torres added a comment - @Atlassian, can you tell us how many people have to gather interest for this to move forward? 

            Hi! Our clients are also requesting to be able to see the upate date of the ticket from the portal. Thank you!

            Eva Suárez added a comment - Hi! Our clients are also requesting to be able to see the upate date of the ticket from the portal. Thank you!

            We also have several clients asking for this feature. A built-in solution would be greatly appreciated.

            Gert-Jan Van Cakenbergh added a comment - We also have several clients asking for this feature. A built-in solution would be greatly appreciated.

            Have to install and pay to get basic features is a shame. This has to come out of the box and free of extra charge. 

            Malek Salhi - 474005 added a comment - Have to install and pay to get basic features is a shame. This has to come out of the box and free of extra charge. 

            I think this should be standard to show. And also to sort by the columns.

            Ronnie Bovee added a comment - I think this should be standard to show. And also to sort by the columns.

            Well, still your best bet is to use our app - Advanced Portal Reports.

            Cheers,
            Boyan

            Boyan Angelov (Nemetschek Bulgaria) added a comment - Well, still your best bet is to use our app - Advanced Portal Reports. Cheers, Boyan

            This is an important one for our customer, because it makes view and management requests simpler. The ability to sort by date created or updated would be extremely useful.

            Tom Ireland added a comment - This is an important one for our customer, because it makes view and management requests simpler. The ability to sort by date created or updated would be extremely useful.

            As an Atlassian Platinum Enterprise Partner and a Gold Top Vendor leading the ITSM segment of the Ecosystem, we've also dealt with this limitation of Jira Service Desk Server and added My Requests Extension to our JSD app suite. It gives you, as an admin, the possibility to configure which fields can be displayed on My Requests page, which of them are visible as columns by default, and also define which user group can use a specific field. Then your customers can add, change and reorder the columns on My Requests page and filter issues by specific Service Desks, Organizations, Request types and Statuses.

            However, for now the app is available for Server only.

            For more details, please refer to the app's documentation or drop a line at support@deviniti.com.

            Dzmitry Hryb [Deviniti] added a comment - As an Atlassian Platinum Enterprise Partner and a Gold Top Vendor leading the ITSM segment of the Ecosystem, we've also dealt with this limitation of Jira Service Desk Server and added  My Requests Extension  to our JSD app suite. It gives you, as an admin, the possibility to configure which fields can be displayed on My Requests page, which of them are visible as columns by default, and also define which user group can use a specific field. Then your customers can add, change and reorder the columns on My Requests page and filter issues by specific Service Desks, Organizations, Request types and Statuses. However, for now the app is available for Server only. For more details, please refer to the app's  documentation  or drop a line at  support@deviniti.com .

            As we believe this feature is a must for Jira Service Desk, we created an add-on to do it: https://marketplace.atlassian.com/apps/1219230/advanced-portal-reports-for-service-desk

            It allows the Jira Service Desk project admin to decide which fields to be available for the Portal Customer to see, and the Customer can decide which of the allowed fields to show. There is an option to allow Customers to see all requests in the portal or only the ones that they should have access to. Export to CSV is available.

            More features to be added soon. 

            Feedback is highly appreciated!

            Boyan Angelov (Nemetschek Bulgaria) added a comment - As we believe this feature is a must for Jira Service Desk, we created an add-on to do it:  https://marketplace.atlassian.com/apps/1219230/advanced-portal-reports-for-service-desk It allows the Jira Service Desk project admin to decide which fields to be available for the Portal Customer to see, and the Customer can decide which of the allowed fields to show. There is an option to allow Customers to see all requests in the portal or only the ones that they should have access to. Export to CSV is available. More features to be added soon.  Feedback is highly appreciated!

            Caner Arda added a comment -

            Hi team

            Our client has requested to add Created and Updated dates to the requests list in the portal as well. 

            Thank you.

            Caner Arda added a comment - Hi team Our client has requested to add Created and Updated dates to the requests list in the portal as well.  Thank you.

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              1fa035dec4a3 Daniella Zelli
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                Created:
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