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Appanvil karma designer
summary
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Enhancing your portal with custom fields not only enhances user experience but also provides customers with valuable additional information.

Table of Contents
minLevel1
maxLevel2
outlinefalse
typelist
printablefalse

Available custom fields

While not all of our custom fields are compatible with Jira Service Management (JSM), we are happy to present the following ones that are compatible with JSM:

Filter by label (Content by label)
showLabelsfalse
max20
maxCheckboxfalse
showSpacefalse
reversefalse
cqllabel = "jsm"
Info

Please note that certain fields are interdependent, relying on other field values or subtasks. It is essential to populate or update these fields initially through loading the issue view of the request, typically performed by an agent. Failure to do so will result in these fields remaining empty and consequently not displayed on the request view.

Available Jira standard custom fields

In addtion to the ACF fields (see list above), we support configuring some standard Jira fields to appear only in the request view. This allows agents to share information through custom fields, without using comments.

You’ll find a list of supported Jira standard fields in the request view configuration. At the moment you may choose the following types

  • Number field

  • Short text (plain text only)

Info

Please note that the fields can only be added in the request view, not the request form.

Add a custom field

Info

Before you can add a custom field for Jira Service Management (JSM) projects, you first need to setup the custom field. See Create a Custom Field.

Info

Please note that anonymous customers cannot access ACF fields.

This refers to the setting “Customer access > Portal access > Customers can access and send requests from the portal without logging in“

Note

  • Make sure the fields are available in the corresponding screens

  • Not all fields or configurations are compatible with Jira Service Management

  • Empty custom fields won’t be displayed in the request view

Step 1: Choose the Request Type

Switch to the Jira Service Management tab and choose the Request Type

Find the request type you want to add your custom field(s) to and click on

Status
titleEDIT fields
.

JSM1.mov

Step 2: Configure Request View

Drag & drop your custom fields into the blue zones of the request form on the left.

There a two location where customs fields can be displayed.

JSM2.mov

Step 3: Configure Request Form

Switch to the

Status
titleFORM
tab and drag & drop your custom fields into the blue zones of the request form on the left.

JSM3.mov

Step 4 (optional): Add the Fields to The Issue View in Jira Configuration

In your projects settings find the tab

Status
titleRequest types
. Chose the request type you added the custom fields to and drag & drop your custom fields to your desired position.

Info

Please note that anonymous customers cannot access ACF fields.

This refers to the setting “Customer access > Portal access > Customers can access and send requests from the portal without logging in“

Appanvil karma designer
summary We Are Here To Help Live Demo SCHEDULE FOR FREE Service Desk RAISE A REQUEST Happy? Please let the community know! RATE US ON THE ATLASSIAN MARKETPLACE
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