• 616
    • 15
    • 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.

      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

      Problem Definition

      It currently is not possible to add or remove columns and filters on the "My Requests" page of the customer portal.

      Suggestion

      • Ability to configure the columns a customer sees in the help center when viewing their list of request/s. Example would be to remove the "service project" column, but add a "date entered" column.
      • It would be nice if the My Request page could get customized, providing the ability to add or remove particular columns and filters. This would allow for customers to filter their requests more efficiently.

          Form Name

            [JSDSERVER-4580] Change columns in Customer Portal 'requests' page

            The same functionality is already implemented for cloud version. When can we expect the same for Data Centers and server?

            Irina Soļarčuka added a comment - The same functionality is already implemented for cloud version. When can we expect the same for Data Centers and server?

            Can anything be done with the above two spam comments selling addons?

            Oliver Northam added a comment - Can anything be done with the above two spam comments selling addons?

            I see it is now available into the Add-ON -> JIRA SUITE UTILITIES / Configuration!

            Cynthia Lévis added a comment - I see it is now available into the Add-ON -> JIRA SUITE UTILITIES / Configuration!

            Just a reminder, if you need this now, you can try our app:

            Advanced Portal Reports

            Boyan Angelov (Nemetschek Bulgaria) added a comment - - edited Just a reminder, if you need this now, you can try our app: Advanced Portal Reports

            This is such a necessary feature! Current result is way too basic.

            Cynthia Lévis added a comment - This is such a necessary feature! Current result is way too basic.

            We need this feature...

            Axel Bartsch added a comment - We need this feature...

            We also struggle with the current view. It would be great if column "Priority" is added.

            Zofia Safteruk-Przybysz added a comment - We also struggle with the current view. It would be great if column "Priority" is added.

            Please take a look at [Tinker for JSD|https://marketplace.atlassian.com/apps/1222917/tinker-for-jsd?hosting=server&tab=overview]

            Unleash your customer portal without any unnecessary barriers to entry. (Anonymous Access) by allowing your customer to access without log in and also takes care of spam by securing customer portal with reCaptcha v3.

            Features:

            • Public Customer Portal (Anonymous Access)
            • Public portal Creation behavior
              • Auto create user by email
              • Use public user to create
            • Auto add Email field to portal fields
              • (without modifying request screen)
            • Limit publicly accessed Service Desk portals
            • Secure Public Portal with reCAPTCHA v3
            • Adding Google Analytics to Customer Portal
            • Organization Association with Email & Groups
            • Add Customer Portal Buttons
            • Customer requests CSV exporter
            • Add columns to customer request grid
            • Better portal grid view

             

            Looking forward to better Tinker Jira Service Desk to fit your needs

            https://marketplace.atlassian.com/apps/1222917/tinker-for-jsd?hosting=server&tab=overview

            Najjar [Innovura] added a comment - Please take a look at [Tinker for JSD| https://marketplace.atlassian.com/apps/1222917/tinker-for-jsd?hosting=server&tab=overview ] Unleash your customer portal without any unnecessary barriers to entry. (Anonymous Access) by allowing your customer to access without log in and also takes care of spam by securing customer portal with reCaptcha v3. Features: Public Customer Portal (Anonymous Access) Public portal Creation behavior Auto create user by email Use public user to create Auto add Email field to portal fields (without modifying request screen) Limit publicly accessed Service Desk portals Secure Public Portal with reCAPTCHA v3 Adding Google Analytics to Customer Portal Organization Association with Email & Groups Add Customer Portal Buttons Customer requests CSV exporter Add columns to customer request grid Better portal grid view   Looking forward to better Tinker Jira Service Desk to fit your needs https://marketplace.atlassian.com/apps/1222917/tinker-for-jsd?hosting=server&tab=overview

            I do find it odd that this is not available, I would have thought it a basic function. Like many others I would like to be able to include any field in the ticket the user populates. For us the facility to then sort by the field and perhaps even filter by it would be the icing on the cake. My experience tells me this just wont happen. Pity

            David Hayward added a comment - I do find it odd that this is not available, I would have thought it a basic function. Like many others I would like to be able to include any field in the ticket the user populates. For us the facility to then sort by the field and perhaps even filter by it would be the icing on the cake. My experience tells me this just wont happen. Pity

            It's a must have 

            Gints Bahšteins added a comment - It's a must have 

            We'd benefit greatly from this too +1

            Jonathan Aspeling added a comment - We'd benefit greatly from this too +1

            we need to filter by the statuses we create

            Ciro Italiano Monteiro added a comment - we need to filter by the statuses we create

            +1

            Jan Csisko added a comment - +1

            we need it as well.

            Mirosław Kłodziński added a comment - we need it as well.

            saut-tech added a comment -

            Is this not done yet? It's been open for over 3 years!

            saut-tech added a comment - Is this not done yet? It's been open for over 3 years!

            This is the link to the addon on the marketplace

            Advanced Portal Reports

            Boyan Angelov (Nemetschek Bulgaria) added a comment - This is the link to the addon on the marketplace Advanced Portal Reports

            Admin key4 added a comment -

            We have to add columns, sort and filter.

            We need this addon.

            Admin key4 added a comment - We have to add columns, sort and filter. We need this addon.

            Same answer as above - the addon can do it.

            Boyan Angelov (Nemetschek Bulgaria) added a comment - Same answer as above - the addon can do it.

            We'd like to add the column components.

            Nicole Könning added a comment - We'd like to add the column components.

            Your best bet is an addon...

            Boyan Angelov (Nemetschek Bulgaria) added a comment - Your best bet is an addon...

            Will be a valuable feature, is there any feedback to whether Atlassian is going to take it further?

            Willem Gert van Tonder added a comment - Will be a valuable feature, is there any feedback to whether Atlassian is going to take it further?

            We have just launched the Cloud version of Advanced Portal Reports on the Marketplace.  Now customers can see a report with all fields of issues allowed by project administrators, sort by columns, export to CSV, etc. We welcome all feedback to improve the functionality.

            Boyan Angelov (Nemetschek Bulgaria) added a comment - We have just launched the Cloud version of Advanced Portal Reports  on the Marketplace.  Now customers can see a report with all fields of issues allowed by project administrators, sort by columns, export to CSV, etc. We welcome all feedback to improve the functionality.

            Yes it should be possible to create any filter for the customers (that would be a good start : maybe theyr don't need to create filters themselves)

            Then, they should be able to sort the results by any column of the resultset.

            Alain MEYNIER added a comment - Yes it should be possible to create any filter for the customers (that would be a good start : maybe theyr don't need to create filters themselves) Then, they should be able to sort the results by any column of the resultset.

            tim added a comment -

            I agree with the many comments in this thread. I'd like to add the priority to both the customer request list and customer request view.

            tim added a comment - I agree with the many comments in this thread. I'd like to add the priority to both the customer request list and customer request view.

            We would like to see this as well.

            Craig Dickert added a comment - We would like to see this as well.

            Bruce,

            You're right, custom styling is not available for now. But we've heard you and will consider it for future updates

            Dzmitry Hryb [Deviniti] added a comment - Bruce, You're right, custom styling is not available for now. But we've heard you and will consider it for future updates

            Bruce Reed added a comment -

            Hi Dzmitry,

            I tested with both 1.1.4 and 1.2. You are compatible in the sense you can freely move between the standard my requests view presented by the Refined Theme servlet and My Extended Requests, but it's difficult to make the latter look like the themed style presented by Refined. Consistency in UI is important, otherwise, it confuses users.

            Bruce Reed added a comment - Hi Dzmitry, I tested with both 1.1.4 and 1.2. You are compatible in the sense you can freely move between the standard my requests view presented by the Refined Theme servlet and My Extended Requests, but it's difficult to make the latter look like the themed style presented by Refined. Consistency in UI is important, otherwise, it confuses users.

            Hi Bruce,

            Thanks for the feedback! Which version are you using? My Requests Extension is compatible with RefinedTheme since 1.1.2: https://marketplace.atlassian.com/apps/1219647/my-requests-extension-for-service-desk/version-history

            If it's the latest version you are using, please drop a ticket at Deviniti Service Desk.

            Dzmitry Hryb [Deviniti] added a comment - Hi Bruce, Thanks for the feedback! Which version are you using? My Requests Extension is compatible with RefinedTheme since 1.1.2: https://marketplace.atlassian.com/apps/1219647/my-requests-extension-for-service-desk/version-history If it's the latest version you are using, please drop a ticket at Deviniti Service Desk .

            Thanks for this feedback, Bruce! It is hard to make an add-on that works well with other add-ons, but we are working towards making our UX customizable to allow customers to improve UX.

            Boyan Angelov (Nemetschek Bulgaria) added a comment - Thanks for this feedback, Bruce! It is hard to make an add-on that works well with other add-ons, but we are working towards making our UX customizable to allow customers to improve UX.

            Bruce Reed added a comment -

            Good add-ons from both Deviniti and Nemetschek Bulgaria. Either of these greatly improve the search/filtering capabilities in the portal, but unfortunately we use Refined Theme and neither retain the themed elements in their custom views. 

            Bruce Reed added a comment - Good add-ons from both Deviniti and Nemetschek Bulgaria. Either of these greatly improve the search/filtering capabilities in the portal, but unfortunately we use Refined Theme and neither retain the themed elements in their custom views. 

            Jan,

            I suggest that you file a New Feature request to our own Service Desk: https://intenso.atlassian.net/servicedesk/customer/portal/1

            Then you'll be able to track it and get informed on the progress by our Support Team.

            Dzmitry Hryb [Deviniti] added a comment - Jan, I suggest that you file a New Feature request to our own Service Desk: https://intenso.atlassian.net/servicedesk/customer/portal/1 Then you'll be able to track it and get informed on the progress by our Support Team.

            Dzmitry Hryb [Deviniti] added a comment - - edited

            Hi Amal,

            Deviniti is not Atlassian, and this is not our Jira

            It actually took us a couple of months to develop the first version of My Requests Extension for Jira Service Desk, and we have 17 more apps in our portfolio, which require constant improvements and maintenance as well. As to your request, filtering by exact Status is already available, and as I just said, we'll gradually add other possibilities.

            Best,

            Dzmitry

            Dzmitry Hryb [Deviniti] added a comment - - edited Hi Amal, Deviniti is not Atlassian, and this is not our Jira It actually took us a couple of months to develop the first version of My Requests Extension for Jira Service Desk , and we have 17 more apps in our portfolio, which require constant improvements and maintenance as well. As to your request, filtering by exact Status is already available, and as I just said, we'll gradually add other possibilities. Best, Dzmitry

            @Amal Perhaps you are misguided to think that Dzmitry or the other add-on providers are affiliated to Atlassian. We are not and as such we cannot be held responsible for untimely response to user requests here. For us it took 2 years to launch Advanced Portal Reports because we also waited to see if Atlassian will fill the gap. They still have not, hence several add-ons were developed by different marketplace vendors to satisfy customer wishes. You can pick the one that helps most or hope that the vendors will improve the add-ons in the future.

            Boyan Angelov (Nemetschek Bulgaria) added a comment - @Amal Perhaps you are misguided to think that Dzmitry or the other add-on providers are affiliated to Atlassian. We are not and as such we cannot be held responsible for untimely response to user requests here. For us it took 2 years to launch Advanced Portal Reports  because we also waited to see if Atlassian will fill the gap. They still have not, hence several add-ons were developed by different marketplace vendors to satisfy customer wishes. You can pick the one that helps most or hope that the vendors will improve the add-ons in the future.

            Hi Dzmitry,

             

            if you will implement an issue type filtering we will buy the licence for 50 agents immediately 

             

            Kind regards,

            Jan

            Jan Odvárka added a comment - Hi Dzmitry,   if you will implement an issue type filtering we will buy the licence for 50 agents immediately    Kind regards, Jan

            @dznity

            This feature request from 2016. That mean your team had spend more than 2 years to custom filtering feature to support portal . We are in critical situation with our clients. They are asking custom filtering with issue type, issue state, register date, etc. 

            Thanks

            Amal

            Amal Edirisinghe added a comment - @dznity This feature request from 2016. That mean your team had spend more than 2 years to custom filtering feature to support portal . We are in critical situation with our clients. They are asking custom filtering with issue type, issue state, register date, etc.  Thanks Amal

            Hi Jan,

            Right now your customers can filter by Service Desks, Organisations, Request Types and exact Statuses. In the future, we'll add more filtering options, and we're considering Issue Types as a possible addition.

            Cheers,

            Dzmitry

            Dzmitry Hryb [Deviniti] added a comment - Hi Jan, Right now your customers can filter by Service Desks, Organisations, Request Types and exact Statuses. In the future, we'll add more filtering options, and we're considering Issue Types as a possible addition. Cheers, Dzmitry

            Hi Dzmitry,

             

            most crusial request from our customer is to be able to select and filter specific "Issue type"

            So he could check all open changes on their regular CAB. However I cannot find any solution how to provide them this functionability.

            Is this somehow possible in Myrequest future release?

             

            Thanks 

            Jan

            Jan Odvárka added a comment - Hi Dzmitry,   most crusial request from our customer is to be able to select and filter specific "Issue type" So he could check all open changes on their regular CAB. However I cannot find any solution how to provide them this functionability. Is this somehow possible in Myrequest future release?   Thanks  Jan

            Brandon,

            Yes, it sorts the entire request list, no matter how many of them you see on one page. If you notice an unexpected behaviour, please file a request to Deviniti Service Desk.

             

            Noa,

            We hear you, and we'll highly consider making a Cloud version of this app. Stay tuned!

            Dzmitry Hryb [Deviniti] added a comment - Brandon, Yes, it sorts the entire request list, no matter how many of them you see on one page. If you notice an unexpected behaviour, please file a request to Deviniti Service Desk .   Noa, We hear you, and we'll highly consider making a Cloud version of this app. Stay tuned!

            Noa Diaz added a comment -

            Anything that works with Cloud Jira would be really appreciated.

            Noa Diaz added a comment - Anything that works with Cloud Jira would be really appreciated.

            Hi Dzmitry, other extensions I've seen for the My Requests page have sorted only the visible issues, instead of the entire list of issues. Can you confirm that your extension sorts the entire list?

            Brandon Carper added a comment - Hi Dzmitry, other extensions I've seen for the My Requests page have sorted only the visible issues, instead of the entire list of issues. Can you confirm that your extension sorts the entire list?

            Dzmitry Hryb [Deviniti] added a comment - - edited

            I'm happy to inform you that we've released the update for My Requests Extension which enables full support of RefinedTheme. Enjoy! 

            Dzmitry Hryb [Deviniti] added a comment - - edited I'm happy to inform you that we've released the update for My Requests Extension which enables full support of RefinedTheme. Enjoy! 

            Thanks for your kind words Jimbo! We've already received such a question, and we're testing it right now. I'll let you know as soon as we know the results.

            Dzmitry Hryb [Deviniti] added a comment - Thanks for your kind words Jimbo! We've already received such a question, and we're testing it right now. I'll let you know as soon as we know the results.

            James H added a comment -

            Thank you Dzmitry for coming to the need of Atlassian users once again!  Does this add-on play nicely with the RefinedTheme add-on?

            James H added a comment - Thank you Dzmitry for coming to the need of Atlassian users once again!  Does this add-on play nicely with the RefinedTheme add-on?

            We're gathering feedback and investigating directions to improve the app, as it is yet the first version. A version for Cloud is definitely one of the options. Watch the app on the Marketplace, or follow us on LinkedIn or Twitter to get all the news first!

            Dzmitry Hryb [Deviniti] added a comment - We're gathering feedback and investigating directions to improve the app, as it is yet the first version. A version for Cloud is definitely one of the options. Watch the app on the Marketplace, or follow us on LinkedIn or Twitter to get all the news first!

            Ilaria added a comment -

            That's great, but it's only for server JIRA. Do you plan to have it also for Cloud jira? 

            Ilaria added a comment - That's great, but it's only for server JIRA. Do you plan to have it also for Cloud jira? 

            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 .

            Hi,

            As we see a big demand for Cloud version, we are working with all our resources to finish it asap. Will keep you updated, it should come really soon!

            Cheers,

            Boyan

            Boyan Angelov (Nemetschek Bulgaria) added a comment - Hi, As we see a big demand for Cloud version, we are working with all our resources to finish it asap. Will keep you updated, it should come really soon! Cheers, Boyan

            Noa Diaz added a comment -

            Good day,
            I agree that this is a must have. We also have customers asking for this feature for the Cloud version.
            Boyan, any update progress or idea about when your app will be available for the Cloud? Thanks a lot.

            Noa Diaz added a comment - Good day, I agree that this is a must have. We also have customers asking for this feature for the Cloud version. Boyan, any update progress or idea about when your app will be available for the Cloud? Thanks a lot.

            Hi,  are there any updates on when/if this will be availabe?  Our clients are getting very frustrated with the limitations of the native filters in their Service Desk portals.  This is an absolute must have.

             

            Thank you

            Debbie

             

             

            Debbie Heard added a comment - Hi,  are there any updates on when/if this will be availabe?  Our clients are getting very frustrated with the limitations of the native filters in their Service Desk portals.  This is an absolute must have.   Thank you Debbie    

            +1

            Well, I would think the revenue from the Cloud version would be a great incentive to make this work.  People are begging for this functionality, it would be a wonderful thing!

            Joel Andrews added a comment - Well, I would think the revenue from the Cloud version would be a great incentive to make this work.  People are begging for this functionality, it would be a wonderful thing!

            We will, but don't hold your breath, there are some specifics in the cloud with the Portal that will be tricky, so it will take some time.

            Boyan Angelov (Nemetschek Bulgaria) added a comment - We will, but don't hold your breath, there are some specifics in the cloud with the Portal that will be tricky, so it will take some time.

            Please make a Cloud Version Boyan, we would love to use this plugin as well!

            Joel Andrews added a comment - Please make a Cloud Version Boyan, we would love to use this plugin as well!

            Thank you Boyan, please give us a feedback in here once ready so that we can run and install it!

            Soporte Tecnalis added a comment - Thank you Boyan, please give us a feedback in here once ready so that we can run and install it!

            Yes, so far we have only released the Server version, but we are working on Cloud version as well. No estimated release yet, but we will do our best to serve the Cloud users as well.

            Boyan Angelov (Nemetschek Bulgaria) added a comment - Yes, so far we have only released the Server version, but we are working on Cloud version as well. No estimated release yet, but we will do our best to serve the Cloud users as well.

            Boyan, that's great! However lots of users, including me, use Jira CLOUD. I can see that the add-on is only available for server jira...........

            Soporte Tecnalis added a comment - Boyan, that's great! However lots of users, including me, use Jira CLOUD. I can see that the add-on is only available for server jira...........

            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. Sorting by column and filtering are also there. 

            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. Sorting by column and filtering are also there.  More features to be added soon.  Feedback is highly appreciated!

            Mariusz K added a comment -

            I agree.

            Mariusz K added a comment - I agree.

            The lack of this feature is a huge frustration for us and our customers.

            Sverre Moe added a comment - The lack of this feature is a huge frustration for us and our customers.

            I agree.

            Pablo Dellavedova added a comment - I agree.

            This is definitely something you should implement for the reasons stated above. Particularly: The My Requests page works fine when you have 10-20 requests in your list, but when you have hundreds of requests it is almost impossible to find the requests you want to find. Please prioritize this as the seems like an important improvement for so many users. 

            LUP Infrastructure Team added a comment - This is definitely something you should implement for the reasons stated above. Particularly: The My Requests page works fine when you have 10-20 requests in your list, but when you have hundreds of requests it is almost impossible to find the requests you want to find. Please prioritize this as the seems like an important improvement for so many users. 

            yes. need to more search filters in Customer Portal. Just like filtering using status, data, etc. because clients are confusing, there were not just like filters. Please develop this. that will be great help to all users.

            Amal Edirisinghe added a comment - yes. need to more search filters in Customer Portal. Just like filtering using status, data, etc. because clients are confusing, there were not just like filters. Please develop this. that will be great help to all users.

            Bump, 100% ^^

            Joel Andrews added a comment - Bump, 100% ^^

            The My Requests page works fine when you have 10-20 requests in your list, but when you have hundreds of requests it is almost impossible to find the requests you want to find. Please prioritize this as the seems like an important improvement for so many users. 

            1. Customer needs to be able to search for any text in the request - not just the summary. 
            2. Customer needs to be able to select more columns to be viewable. Preferably select among all the fields he has entered in the requests. 
            3. Customer needs to be able to order the requests by clicking on the column headers. 

             

            Björn Gullander added a comment - The My Requests page works fine when you have 10-20 requests in your list, but when you have hundreds of requests it is almost impossible to find the requests you want to find. Please prioritize this as the seems like an important improvement for so many users.  Customer needs to be able to search for any text in the request - not just the summary.  Customer needs to be able to select more columns to be viewable. Preferably select among all the fields he has entered in the requests.  Customer needs to be able to order the requests by clicking on the column headers.   

            Ilaria added a comment -

            I have the same problem. Customers need to be able to order the tickets by field and also we should be able to add or remove certain columns, like due date, creating date etc....this is such a basic thing. We set up a whole new Jira project for customers and their customer experience is terrible. This is a simple feature,....not simple, basic!

            Ilaria added a comment - I have the same problem. Customers need to be able to order the tickets by field and also we should be able to add or remove certain columns, like due date, creating date etc....this is such a basic thing. We set up a whole new Jira project for customers and their customer experience is terrible. This is a simple feature,....not simple, basic!

            Any news on this? Our clients are getting frustrated by not having this option. Please let me know if you have plans to resolve it?

            Carlos Santos added a comment - Any news on this? Our clients are getting frustrated by not having this option. Please let me know if you have plans to resolve it?

            David A added a comment -

            I'm starting to thing that Jira its a obsolete tool. Devs are not including so many basic things... Please, include date column to the summary of issues in customer portal. Its such a basic and obvious information.

             

            David A added a comment - I'm starting to thing that Jira its a obsolete tool. Devs are not including so many basic things... Please, include date column to the summary of issues in customer portal. Its such a basic and obvious information.  

            A much needed feature to the Service Desk customer portal.

            Sverre Moe added a comment - A much needed feature to the Service Desk customer portal.

            Anssi added a comment -

            Agreed also. We have several cases where our customers demands this option for the portal.

            Anssi added a comment - Agreed also. We have several cases where our customers demands this option for the portal.

            Tim Hall added a comment -

            I will give you a use case to why it is really important to have this feature put into the product. 

            Our Sales Engineer and Field Engineers are using the portal to submit support requests and other items through the portal. Half of our Field Engineers are use using Jira and are use to having the ability to search inside Jira, make dashboards, and filters. They can't do that with the portal. They have been complaining for months about this and how hard it is for them to do their jobs. 

            So the solution I came up with was to make a Role for our JSD project called Browse Only. That way they could browse the project, search for issues, create dashboard, and create filters. I also made it so they they could delete and edit their comments. I wasn't happy giving them browse access to project because I didn't necessarily wanted them to see our internal comments. There are other issue with the portal that they have complained about like not being able to edit their comments and the description and subject. I know these are issue that have already been submitted for that.  The reason I mentioned these is my vision for our company is for everyone to use the portal to search our knowledge base and submit requests without having to use this hybrid solution I came up. 

            Tim Hall added a comment - I will give you a use case to why it is really important to have this feature put into the product.  Our Sales Engineer and Field Engineers are using the portal to submit support requests and other items through the portal. Half of our Field Engineers are use using Jira and are use to having the ability to search inside Jira, make dashboards, and filters. They can't do that with the portal. They have been complaining for months about this and how hard it is for them to do their jobs.  So the solution I came up with was to make a Role for our JSD project called Browse Only. That way they could browse the project, search for issues, create dashboard, and create filters. I also made it so they they could delete and edit their comments. I wasn't happy giving them browse access to project because I didn't necessarily wanted them to see our internal comments. There are other issue with the portal that they have complained about like not being able to edit their comments and the description and subject. I know these are issue that have already been submitted for that.  The reason I mentioned these is my vision for our company is for everyone to use the portal to search our knowledge base and submit requests without having to use this hybrid solution I came up. 

            Agreed that is a helpful request

            Kevin Elain added a comment - Agreed that is a helpful request

            Joel Andrews added a comment - - edited

            Moving to Cloud discussion.

            Joel Andrews added a comment - - edited Moving to Cloud discussion.

            I believe it is a MUST have for clients. They've asked for more than one time.

            Luciano Costa added a comment - I believe it is a MUST have for clients. They've asked for more than one time.

            Hi I agree with this request - it would make the portal much more helpful - it is a big requirement for us

            Patrick Beasley added a comment - Hi I agree with this request - it would make the portal much more helpful - it is a big requirement for us

            I agree, this is a very important feature to add as quickly as possible

            Roberth Andersson added a comment - I agree, this is a very important feature to add as quickly as possible

            FlorianV added a comment -

            Our clients send me Excel sheets because the Customer Portal interface isn't helping them sorting their tickets.

            Come on Atlassian!

            FlorianV added a comment - Our clients send me Excel sheets because the Customer Portal interface isn't helping them sorting their tickets. Come on Atlassian!

            This would be helpful to us as well. Some columns are just not relevant to our company.

            Tiffany Owen added a comment - This would be helpful to us as well. Some columns are just not relevant to our company.

            It would be a great asset in eyes of our Clients, to the image of Jira SD +1

            Jan Cierpisz added a comment - It would be a great asset in eyes of our Clients, to the image of Jira SD +1

            We also need this feature. Our customers want to view the Created date and Updated date columns on the Requests page. Please implement this feature.

            Suma Mannam added a comment - We also need this feature. Our customers want to view the Created date and Updated date columns on the Requests page. Please implement this feature.

            +1

            +1

            Robinson added a comment -

            This is a very basic feature that should be made available. Our users want to know who their issue has been assigned to. Adding a field for Assignee would save us from having to look at alternative solutions. 

            Robinson added a comment - This is a very basic feature that should be made available. Our users want to know who their issue has been assigned to. Adding a field for Assignee would save us from having to look at alternative solutions. 

            We also need this feature. The list view for customers are limited. We want to add an external reference number since the list of issues we have are all from import and customers are using that reference number to search for issues.

            Donn Bernarte added a comment - We also need this feature. The list view for customers are limited. We want to add an external reference number since the list of issues we have are all from import and customers are using that reference number to search for issues.

            Thanks Alvin, unfortunately this is server-only. No cloud solution present.. 

            Henry Snijders added a comment - Thanks Alvin, unfortunately this is server-only. No cloud solution present.. 

            This Add-on helps to add some columns, but cannot remove though:

            https://marketplace.atlassian.com/plugins/com.prontop.service-desk-landingpage/server/overview

            Hope it helps some people a little until there is progress here...

            Alvin Chan [Ease Solutions] added a comment - This Add-on helps to add some columns, but cannot remove though: https://marketplace.atlassian.com/plugins/com.prontop.service-desk-landingpage/server/overview Hope it helps some people a little until there is progress here...

            During the QA at summit Shihab Hamid unfortunately stated, that this might not be planned by now. I hope, however, that it will be considered anyway.

            Thorsten Letschert [Decadis AG] added a comment - During the QA at summit Shihab Hamid unfortunately stated, that this might not be planned by now. I hope, however, that it will be considered anyway.

            We join in.

            Michaela Haimann added a comment - We join in.

            Our clients are also requesting this feature.

            Brandon Carper added a comment - Our clients are also requesting this feature.

            Mark Huey added a comment -

            Echoing same sentiment as above. This is our most requested feature by clients. 

            Mark Huey added a comment - Echoing same sentiment as above. This is our most requested feature by clients. 

            Not only our 70 clients but also we are frustrated about this. 

            Eric Schwab added a comment - Not only our 70 clients but also we are frustrated about this. 

            Mariusz K added a comment -

            Our clients are also frustrated

            Mariusz K added a comment - Our clients are also frustrated

            Any news on this? Our clients are getting frustrated by not having this option.

            Arsham Mazaheri added a comment - Any news on this? Our clients are getting frustrated by not having this option.

            I support this as a crucial update.

            Despite heavy investment to date in time and effort configuring a new JIRA Service Desk instance, the quality of the Customer Portal is still a cause for hesitance from the business and the entire solution is still not implemented into production. There is even talk of looking at alternatives.

            Seriously behind the curve here in both functionality and the marketplace, Atlassian.

            ivor_allchin added a comment - I support this as a crucial update. Despite heavy investment to date in time and effort configuring a new JIRA Service Desk instance, the quality of the Customer Portal is still a cause for hesitance from the business and the entire solution is still not implemented into production. There is even talk of looking at alternatives. Seriously behind the curve here in both functionality and the marketplace, Atlassian.

            Guido Branderhorst added a comment - - edited

            Totally agree with this. Its really besides me that a immensely complex and variable littered program has such a painstakingly awful to use portal for clients. Even the colors of the statusses in the overview of the tickets that clients see are wrong (3 colours guys, c'mon).

            Filter options for clients, Variables on the portal, Columns adjustments. Due dates, a calendar and simple overview? 

            Urgent too. 

            Guido Branderhorst added a comment - - edited Totally agree with this. Its really besides me that a immensely complex and variable littered program has such a painstakingly awful to use portal for clients. Even the colors of the statusses in the overview of the tickets that clients see are wrong (3 colours guys, c'mon). Filter options for clients, Variables on the portal, Columns adjustments. Due dates, a calendar and simple overview?  Urgent too. 

            @Atlassian, there is too little activity from your end on this item. This is a function all of our customers are complaining about... Please add a little bit more customizability to the customer portal in terms of filtering functionality and column adjustability... Thanks!

            MINT Operations added a comment - @Atlassian, there is too little activity from your end on this item. This is a function all of our customers are complaining about... Please add a little bit more customizability to the customer portal in terms of filtering functionality and column adjustability... Thanks!

            For us an urgent matter as well. All of our customers are asking for it.

            Alex van den Berg added a comment - For us an urgent matter as well. All of our customers are asking for it.

            This is an absolute must for my clients. Please implement

            Jenny Hagstrom added a comment - This is an absolute must for my clients. Please implement

            Johnny Maw added a comment -

            We are all selling, and everyone is a customer. Why are we giving the actual (service-desk) customer a less rich experience than the internal customer? In fact the service desk customer cannot customize their own filter view (experience), so they are beholden to this narrow scope of the service desk portal design. This product continues to get better, thank you for continuing to push.

             

            Why is there no Atlassian response to this or any of the various other related tickets? This subject one year ago (JSDSERVER-3932)...

            Johnny Maw added a comment - We are all selling, and everyone is a customer. Why are we giving the actual (service-desk) customer a less rich experience than the internal customer? In fact the service desk customer cannot customize their own filter view (experience), so they are beholden to this narrow scope of the service desk portal design. This product continues to get better, thank you for continuing to push.   Why is there no Atlassian response to this or any of the various other related tickets? This subject one year ago ( JSDSERVER-3932 )...

            FlorianV added a comment -

            Any idea if this will be fixed in 2017? 
            Although the option to link JSD to Confluence is nice we are considering some other ticket systems because of the lack of these kind of basic functionalities.

            FlorianV added a comment - Any idea if this will be fixed in 2017?  Although the option to link JSD to Confluence is nice we are considering some other ticket systems because of the lack of these kind of basic functionalities.

            This is an immense issue and significant oversight.  When a client has more than a page or two of open issues for an organization, the customer portal is utterly useless for managing their open concerns.  

            William Cox added a comment - This is an immense issue and significant oversight.  When a client has more than a page or two of open issues for an organization, the customer portal is utterly useless for managing their open concerns.  

            Why has this ticket such a low public interest? This is the most complaint issue of many people I know...

            MINT Operations added a comment - Why has this ticket such a low public interest? This is the most complaint issue of many people I know...

              cmarriott Charlie Marriott
              294a6a4a-bbb0-4e42-b2ff-a4110eddc4fb Deleted Account (Inactive)
              Votes:
              545 Vote for this issue
              Watchers:
              252 Start watching this issue

                Created:
                Updated:
                Resolved: