Show hidden fields in the customer portal
Context
The Need
Enable customers to access additional information on the JSM portal that is not available during request creation.
The Solution
Use Elements Overview to display fields like Due Date and Fix Versions to customers on the JSM portal.
Related Use Case
In a typical service management scenario, customers often need to track the progress of their requests, including when a bug will be fixed and in which software version. However, certain fields, such as Due Date and Fix Versions, are only visible to agents because they are not part of the request creation screen.
By using Elements Overview, these fields can be displayed to customers, enhancing transparency and communication. This feature is particularly beneficial for project managers and support teams who need to keep stakeholders informed about timelines and software updates, while removing the need for back-and-forth exchanges between agent and customer.
Tutorial
This tutorial will guide you through the process of displaying the Due Date and Fix Versions fields to customers on the JSM portal, even if these fields are not part of the request creation screen.
Prerequisites
Ensure the following conditions are met before proceeding:
At least one Jira Service Management project is configured with portal access.
Users raising requests must be customers of the JSM project.
Elements Overview is installed on your instance.
Configuration Steps
1. Access Elements Overview
As a project administrator, navigate to your JSM project settings and locate Elements Overview in the Apps section.
2. Create a New Overview
Click on the Create New Overview button and give a name to your overview.
3. Configure Display Location
Configure the Display of your overview. For this Jira Service Management use case, select one of the two available JSM issue locations. In this example, choose the Request Panel to display the overview in the right column of the request.
4. Set Up the Focus Section
Set up the Focus section to configure which issues the overview will display. Select the Additional Issue Fields option to display fields from the current request.
5. Configure Content Section
In the Content section, configure the fields you want to display. Use the Add Another Field select list to add the Due Date and Fix Versions fields.
6. Save the Overview
Once configured, click on the Save button. The overview will be ready to use.
Results
In this tutorial, you configured Elements Overview to display the Due Date and Fix Versions fields to customers on the JSM portal. This setup allows customers to view important information as soon as agents update these fields.
This enhancement improves the customer experience by providing transparency and timely updates, which are crucial in service management scenarios where communication and information sharing are key.
For any questions or feedback, please visit our support portal.
Try Elements Overview for free on the Atlassian Marketplace.