Issue with displaying fields in the customer portal in JSM

[Santiago Fernández]

Hi everyone, I hope you're all doing well. I'm having an issue with the fields that appear in an issue on the customer portal. I have this configuration in my Jira Service Management (photo 1), and photo 2 shows the view the customer has from their portal and in the 3rd photo. i show you the issue viewed from JSM, where that field does appear (Close Issue). Am I doing something wrong? Thanks in advance for the support!

[Leo Prakash_CodeForMe_]

Hi @Santiago Fernández ,

If you are open with 3rd party app solutions. you may want to try out our Extended JSM Portal - PRO | Atlassian Marketplace app which allows customers/clients to edit/modify requests after submission.

you can define who can edit the request after submission/creation also it allows you to render more fields on portal then system rendered fields

Regards,

Leo

[Joseph Chung Yin]

@Santiago Fernández -

I agreed with @Manoj Gangwar stated, however keep in mind that a client (customer) will not be able to edit the value once the issue is created in the Portal UI.

Best, Joseph Chung Yin

[Manoj Gangwar]

Hi @Santiago Fernández , can you check if the field is visible on create request? If visible then the field is not required and request can be submitted with out selecting field value. 

Else the check the field configuration under custom fields and check if default value is selected as none. 

[Santiago Fernández]

Hi Manoj, Thank you for the quick response. If the client tries to create an issue through the portal, they can see the 'Close Incident' field. However, in the issue view, it appears as a field but is not editable. I would like that field to be visible in the issue view when the issue is open, and the client should have the option to modify it (i.e., to decide if they want to close the issue).

[Manoj Gangwar]

@Santiago Fernández you can add that field under edit screen. Check the issue type which issue type used in the request type and go the project setting> screen> edit screen then add the field. Then check