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Suggestion
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Resolution: Unresolved
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11
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15
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NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.
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.
Given that the improvements to the Help center's request list does not yet support sorting by column, we will keep this ticket open.
Please refer to our documentation to learn how to configure the requests list.
Kind regards,
Charlie Marriott
Jira Service Management, Data Center & Server
Make the my request area more customizable that the users has a list of the issue with definable columns (by the admin) where they can order them by name, state, priority and so on.
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[JSDSERVER-652] Make my requests more customizable
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!
Sonya Goldstein
added a comment - Same request. We want to be able to customize, sort and filter columns based on customized fields that we created on form. Example- be able to group issues by customer organization key and be able to search on the customer's own external ticket number. We are working with partners and they are trying to sort through large quantities of shared end user requests and have their specific teams focus on a particular grouping of tickets vs looking at everything grouped together in unhelpful order (most recently updated is not helpful)
Sonya Goldstein
added a comment - Same request. We want to be able to customize, sort and filter columns based on customized fields that we created on form. Example- be able to group issues by customer organization key and be able to search on the customer's own external ticket number. We are working with partners and they are trying to sort through large quantities of shared end user requests and have their specific teams focus on a particular grouping of tickets vs looking at everything grouped together in unhelpful order (most recently updated is not helpful)
Same problem here, fields like "due date" and "priority" is a must. Sorting by "Created" and/or priority is a must. Ability to filter by status, for e.g. waiting for customer is also a must.
We have some customers with over 100 issues and us not being able to customize their list of issues really makes it difficult for our customers to find issues. I have been modifying the summary of each issue via the API to add more and more information to it so they can at least use the browser Find option. It looks horrible, but it's a workaround.
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.
The app is Server only for the first version.
For more details, please refer to the documentation or drop a line at support@deviniti.com
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