In our companies drive to improve the customer's experience it is becoming critical that the client has sight of important data but not be allowed to edit such (as they can make mistakes).

As the original request JSDSERVER-1107 was submitted in Nov/2014 and this request in Sep/2016 with over 1000 votes, can you not review and adjust your roadmap.

JSM is notorious for little to almost no external customer's features and we are constantly being required to pay for extra add-on apps to give our customers any information at all.
Surely Atlassian should start considering improving the customer portal to give a more rounded experience?

We have recently gone to market to review current ticketing and service management systems and Atlassian's JSM is still one of the better more affordable options out there.
We have decided to remain with JSM but the gap items between it and its competitors are becoming larger and more obvious.

And I wont even get into customer reports, which is just non-existent.

1000 votes, do we need 1000 more? 🥲

Boo this man

Time Atlassian, também estamos esperando por esata melhoria.
Será muito importante ter esta possibilidade de personalizar o Portal, isso faz muita diferença para nossos clientes

How many more votes do we need to add to this issue in order to get your attention, Atlassian?

Jira do something omg

This is something that was requested more than 7 years ago, 7 years! Atlassian is definitely too busy counting money, instead of working on their users' requests

Best decision we made was switching from Atlassian to another service management product. No concern for bugs or release requests from real customers.

We're going to be fully transparent without, at all, being transparent.   How do you prioritize the needs of your clients?   You only have 4 items in "future consideration" and 94 items (all bugs and alll but one rated as low priority) marked as ready for development.   How is there no time to work on your most request feature?

We are in the same boat as Anthony and many others. 

We already purchase the instance, but this kind of issues, put into consideration the renewal...

How difficult can be add at least the same option that is in server/data server versions with the toolkit? (message for edit)

Would appreciate some transparency on how that prioritization is being done, as it is pretty stunning seeing this not done immediately, let alone demoted to the backlog.  As you said, this is a daily requested item, and a really high priority one for a lot of us.  It's the single largest problem with JSM, for us (~130 paid agents, ~1000 users).  It's also the primary reason we cannot consider using JSM as a customer-facing support ticket system, and look to alternatives that offer front-end customization.

Hello everyone,

Thank you for sharing your feedback. We have evaluated this ticket and understand that this is a dearly requested feature. However, we will not be able to prioritise this at the moment as there are other items in the short term roadmap which are currently higher priority. To be as transparent as possible, I'm moving this ticket from Reviewing to Future Consideration - and will review this ticket as soon as possible.

Please check out our public roadmap for more details on the coming soon and future items.

I understand that this may be disappointing, but it’s important for us to be open, honest, and transparent with our customers. Product feedback is collected from many different sources and is evaluated when planning the product roadmap. You can learn more about our process here.

Thank you,

Alex

Jira Service Management Data Center

+1

+1

Would like this feature

+1

Would love to see this feature!

Please expedite this process.

Have a business need to add custom fields to request view for customer that are view only.

Pleae add!

When you can did it?

Very much needed for us. Thank you

Much needed for our customers as well.

Thank you.

This feature would help my customer to keep track on issues better. 

How is this not already possiable!!!

Please add this. It would be very helpful to allow customer adoption of using the portal instead of email.

Hello,

Much needed for our customers as well.

Thank you.

Hi,

Can you please add this, it is a very helpfull for Jira customers

Thank you

Can we also add 'Components' to this Requests view in the Customer Portal - our customers are using Components to distinguish multiple groups.  They can add it when creating a new ticket through the portal, but can't see it or group by it on the requests screen.  Very much needed to be more flexible in the portal.

We need this urgently for our customers.

This feature will likely not make it into the server products given Atlassian's shift to cloud.

feature requested 5+ years ago ... would be good to be considered to help the community.

please add - it is crucial for service process 

Please expedite, feature missing since long.

+1!

Please allow us to display custom fields in the customer portal as we would like to show the release version and other information for the users.

+1

Please add this function as it will help a lot.

665 votes is a lot. Please consider this!

Any predictions for this?

We have a requirement to communicate the Fix Version/s to the user on the portal.  If I add to the screen they will start adding a Fix Version/s on create.  I really don't want them trying to add this at all.  A read only field would ensure this is maintained supplier side and not customer side.

My workaround is to add the field and then clear, via a post function, following create.

Ack, how can something have hundreds of votes (clearly indicating that it's a core requirement) and not be approved and added right away?  This is more important than most of the new features on the roadmap, let's get it done.

created in 2016... any chance on a basic feature?

+1

+1

+1

+1

I agree - Sometimes certain custom fields pertain to your business or business unit and they would like to be kept informed without trawling though comment updates.

This feature would be really useful

This is indeed an issue that needs resolution. Ideally, there'd be a toggle in the Request Form view for each field (similar to Required?) that sets "visibility on portal" even as r/o.

This seems like something basic that is needed for service desk. 

Quite surprising that this basic feature is not available OOTB. Can't even show the customer the current priority their case has. Hope we get this feature available soon. Would be very helpful. 

There is plenty of relevant information within a request that we want to be able to let our users see so it is ultimately really disappointing to see that this is just simply not a basic feature.

Yes. I'd like my end users to be able to see who the ticket is assigned to while viewing their requests. 

Any updates on this request?

We also really need this basic functionality

very disappointing that this functionality is still not part of the current system.  

This is an important point for the UX. FOR WHEN ?

What is the status on this?  This is basic functionality.

I wonder how many votes something needs?

As there are the same requirements for all our customers, we found a workaround which works great with Devinity Extension for Jira Service Desk plugin. Steps: 

1. Add the fields, which should be shown on CP, to the request forms
2. Open Extension's Visibility module in Project Administration page
3. Add all the fields mentioned in step 1, in Fields Visibility, with Hide for all marked

Voila, your fields are not shown on creation but are shown on the request view  

I can't believe this isn't possible. Really disappointing.

No dice from 2016... 😒

Also for us a very useful feature

This would be very useful for us. Thank you.

This would be a very useful feature for my organization. Thank you!

Same here. We support our internal business and they asked for this right away. It would be greatly appreciated.

A useful feature indeed

We also need this feature.

Also issue type (service request or change request) would be handy to view the difference in the requests.

We user Jira Cloud

We've just launched our service desk internally at our company, and this was an immediate question that came up.  Would love to see the ability to add due date and potentially assignee so the customer can see this on the portal side.  

We need this feature.  Would be helpful to provide details as part of collecting approvals. 

We would only want the information displayed, not editable. 

A must for us too. We need to display view only custom fields. Jira Server

We need Due Date, Assignee fields visible. Jira Server

Conditional visibility of fields in addition to permanent visibility or invisibility would be very flexible feature. Now it's possible only with having different types of requests.

We need this feature for Cloud.

This is definitely a must for us. We would like our customers to link directly from the details section of the request to articles within our knowledge base.

As an Atlassian Platinum Enterprise Partner and a Gold Top Vendor leading the ITSM segment of the Ecosystem, we've 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.

Please, we have a requirement to see custom fields in the portal.

We have implemented a workaround that changes the Request Type to a hidden one after the request is created.  The customer visible type might be "Report a Problem", and it only displays fields we allow a customer to enter.  When the request is saved, a post workflow function changes the type to "Bug", and Bug has all the fields we wish to display as read-only to the customer.

A nice side effect is that we can tailor our public Request Types names to match various issue scenarios that guide customers to enter data correctly and use appropriate default values for the tailored type.  Then after the request is created, it changes to familiar issues types like Bug and Feature that work well for both customers, agents and developers.

'Course that would be a disadvantage if you do want to retain the same request type names that are visible to customers when opening a request.

Our company has the exact same opinion. We are honestly tired of the answer being pay for this plugin or wait for this ancient issue to to be implemented. We have already started implementing custom solutions.

bwahaha, you cant do this either?

I want to add "pending reason" to the portal. So if something is put on hold (pending) the customer knows why!

Easily 50% of everything i look up "how to do X in jira", and i am redirected to a feature request. Or a paid plugin

if anyone has a paid plugin to do this, let me know.

Once again: Why limit what we (the admins advocating for your product) are allowed to show. It is a matter of us having the options we need available to us – not what is dictated to us.

This is simple – add an option to "Show on Portal" on the field config or add a container field for us to select which available fields we need displayed.

I'm amazed this is not a standard feature for a service desk portal, had i known it was this restrictive i would have gone with an alternative package. 

How many people have to vote for this obvious improvement before you develop it?

Using comments to provide information to JSD customers is great, but it can be cumbersome to have to read through a thread of comments to find some key information. It would be great if this key information (custom Jira fields) could instead be displayed independently of the comments for quick and easy reference.

It would be valuable for my team to be able to add any custom field to the view screen on the customer portal. 

We would like to even be able to see created date at a minimum.  But ideally any of the Jira fields we should be able to show on this Requests screen to our end users.

In fact is not a suggestion, but an mandatory request

I'd like to have the same feature to add the resolution field in the customer view for example... 

Thank you