Getting started

1. Choose what customers see

1. Go to Settings → Apps → Portal Request Details (Jira admins). Service project admins use Project settings → Portal Request Details.
2. Pick Every portal (default) or one portal.
3. Add items: a field, who is working on it, time to response / resolution (SLA), status history, linked issues, sub-tasks, time tracking, or a note from your team.
4. For each item, write the label customers read and choose where it goes: the side panel or below the activity.
5. Optionally limit an item to some request types, customer organizations or statuses.
6. Click Save.

2. Preview as a customer

Under the setup, enter a request key (and, if you use organizations, which organization the customer is in) and click Preview. You see the side panel and the section below the activity as the customer will, and a list of what isn't shown and why.

3. On the portal

Customers open their request as usual. The side panel shows under the request's details; longer lists show below the activity. If there's nothing to show for a request, the panel doesn't appear at all.

4. Linked requests and sub-tasks

Choose Only requests the customer can open to list related requests with a link to them, or Any, showing only how far along it is to show progress of internal issues without their keys or titles (titles can be turned on).