Portal Details for Jira Service Management
Show customers the fields, assignee, SLA targets and linked work they ask about, right on their requests in the portal.
Pick what customers see on their portal requests: any field, who handles the request, service level targets and the status of linked work, per request type. Fewer "any update?" comments. Runs on Atlassian.
What it does
- Any field: dates, selects, versions, text, numbers
- The assignee, under your own label
- Service level targets in customer words: due, on hold, met
- Linked work with summary and status, without internal keys
- One list for all request types, own lists where needed
- Preview on a real request before saving
Where it appears
- Customer portal: a Details panel at the bottom of the sidebar of every request.
- Project settings > Portal details in each service project: what customers see, per request type.
How to use it
- In a service project, open Project settings > Portal details.
- Add what customers should see: fields, the assignee, service levels, linked issues. Rename them and put them in order.
- Optionally give a request type its own list.
- Type a request key under Preview to check the result, then save.
- Customers see the Details panel on their requests in the portal.
Permissions
The app runs on Atlassian’s Forge platform and declares no permission to contact outside servers. It asks for these scopes:
| Scope | Why |
|---|---|
| read:jira-work | Read the chosen fields, the assignee, linked issues and service levels of the request a customer opens, and the list of fields for the settings. |
| read:servicedesk-request | Find the project's service desk and its request types. |
| storage:app | Keep each portal's settings in the app's storage on Atlassian's platform. |
Data and privacy
- What the app stores
- Which items each portal shows, with their labels. Nothing about requests or customers.
- Personal data
- None stored. Names such as the assignee are read when a customer opens a request and shown, not kept.
- Logs
- Error messages only, without request content.
- Where it lives
- In the app’s storage on Atlassian’s Forge platform, in the same data residency location as your Atlassian site. Nothing is copied to servers outside Atlassian. When the app is uninstalled, Atlassian deletes its storage under Atlassian’s data retention policy.
Details for all apps are in the privacy policy.
Good to know
- Values are read-only for customers; they cannot edit fields from the panel.
- Service levels are offered from the newest requests of the project; one that has never run on a request appears once it has.
- Up to 25 items per list.
Questions
No. The panel shows only the items a project admin picked for that request type, read for the request the customer is looking at.
No. The panel is made for portal customers, who are not licensed Jira users.
Linked issues show only their summary and status, never their key or a link. Leave linked issues out of the list if their summaries are confidential.