Learn how to track progress of parent requests and related child work items directly from the Customer Portal.
With Show parent-child relationships, you can give Customer Portal users better visibility into how work on their requests is progressing. By displaying parent progress and its linked child work items in a dedicated panel, users can monitor the overall status of work at a glance from Request Details View and navigate directly to individual related work items.
To configure the visibility of parent-child relationships, follow the steps below.
In Jira, issue has been renamed to work item while project has been renamed to space. This documentation may use either term but they refer to the same functionality.
Navigate to Space settings > Extension for Jira Service Management.
Go to Request details extension.
Find the Show parent-child relationships section at the bottom of the configuration page.
Configure the following options:
a. Request types by selecting particular request types for which the panel should appear on the Customer Portal.
b. Type of issues by choosing which child work items should be displayed: all issue types, or only specific ones.
c. Fields by selecting how you want to structure your data in the panel for each child work item. You can choose from: Priority, Status and Assignee.
Selecting Assignee as a visible field will present the name of the assigned agent to Customer Portal users. Consider your data visibility policy before using this option.
d. Jira groups by selecting which Jira user groups will be able to see the panel on the Customer Portal.
The parent-child relationships panel, presenting data structured with the use of selected fields, appears in Request Details View for the configured request types and for chosen user groups.
Once configured, the panel is expanded by default on the Customer Portal. When you collapse it, simply use Show details to see full parent-child relationships data for your request again.
Your chosen panel state, whether hidden or expanded, is automatically restored by your next portal visit to keep your requests view consistent.
The Parent field configuration option is not available for team-managed Jira Service Management spaces. As a result, Customer Portal users working with team-managed spaces should be aware that presenting a parent-child relationship hierarchy won’t be possible.
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