Portal Request Details for Jira Service Management

On the Jira Service Management portal, customers see the summary, the status and the comments, and little else. So they ask: When will it be done? Who is working on it? Is the release date set? Portal Request Details answers before they ask.

What customers can see

• Fields you choose, system or custom, under the labels you write. Dates and times show in each customer's own time zone.
• Who's working on it: the agent's name, a team name instead, or nothing.
• Service levels: due time, time left, met or missed, and whether it counts business hours only.
• Progress: the request's status history with dates.
• Related requests the customer can open, with a link; other linked issues and sub-tasks only as "to do / in progress / done", without internal titles.
• A note from your team for a status: "We've ordered your hardware, delivery takes 3–5 days."

How you control it

• Per portal, with a default for every portal.
• Per item: side panel (short facts) or below the activity (longer lists), and only for chosen request types, customer organizations or statuses.
• Preview as a customer: enter a request key and see exactly what the customer will see, and why anything is hidden.
• Service project admins can set up their own portal (Jira admins can turn that off).

Safe by design

The app asks Jira whether the customer may open the request before showing anything. Anything unclear or any error shows nothing at all. Comments, work logs, attachments and security levels can't be shown. Nothing is stored about requests or customers, and nothing leaves Atlassian.

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