Learn how to configure fields and display selected data on your Requests page.
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Fields configuration lets you determine additional information which can be accessed by the users of Requests page for customization options. As an administrator, you can configure the system and custom fields to be available as columns or filtering criteria for the particular users of the page with requests. The app configuration enables you to restrict fields’ visibility by managing permissions. You can also use the display name settings.
Before you start using the functionalities related to fields, learn about accessing the configuration.
You’ve accessed the Fields configuration view.
The Fields configuration view allows you to use several functionalities related to fields. By accessing the view, you’re presented with the list of fields that can be used on Requests page. You can set custom configuration for every listed field.
To easier find your way around the view, check the below screen with the highlighted components and read overviews of the Fields configuration features:
Column toggle makes the field visible as a column on the page with requests. By default, every user of the Requests page can choose a field as column if the toggle is on. It’s also possible to restrict column’s visibility to particular entities by setting permissions.
Filtering criteria toggle makes the field visible as filtering criteria on the page with requests. By default, every user of the Requests page can choose a field as criteria if the toggle is on. It’s also possible to restrict the visibility of criteria to particular entities by setting permissions.
To use the Assets objects field as Filtering criteria, you need to be a Jira Service Management Premium user with an active Assets API connection.
Due to Atlassian’s current limitations, configuration updates made to the Assets objects field aren’t reflected immediately. Changes will appear only after the automatic synchronization cycle is complete, which runs every hour.
For Priority and Customer Request Type fields, when configuring Settings, you can also define whether their names should be displayed in a tooltip or next to an icon. By configuring Show field value, simply choose Column or Tooltip.
When the Priority icon is displayed as Column on the page with requests, its description and the icon appear as column’s value.
When the Priority icon is displayed as Tooltip on the page with requests, its description is displayed in the tooltip while the icon is visible as column’s value.
For the Reporter field, when configuring Settings, you can use the Reporter searching options functionality. This functionality allows the app administrators to decide about the scope of searching, based on the reporting person, that is available to the users of Requests page.
As an administrator, you set the Reporter field configuration that enables searching for all Jira instance users without any restrictions regarding their assigned project or organization. It’s also possible to allow for searching for all Jira instance users regardless their assigned project or organization but with limited search options for the Reporter field. This option requires users to introduce the exact name or email address of the reporting person in order to perform a search. Administrators can as well turn off the possibility of searching for users in the Reporter field at all.
When you choose the Allow searching only by full name or email address of a particular user option in Settings, by using the Reporter field as Filtering criteria on Requests page you can just start typing the name or email address of the reporting person and the hints for search results appear right away.
While configuring Reporter searching options note that the search results based on email address may be limited or inaccurate due to Privacy settings of individual users.
For the Project field it’s possible to define how to display project-related data in Columns presented to the users of Requests page.
You can choose to show the following field’s data:
To set configuration, simply navigate to Options > Project column options and use the list to mark your choices.
Your configuration is saved automatically. It affects Requests page right away.
When the Show project key and full project name option is selected, the portal users can display entire project names, while project keys are shown in brackets.
By configuring fields to be available as Columns or Filtering criteria, you allow the users of Requests page to decide about information they see on the list with requests.
To make a field available as a column on the list with requests, navigate to the chosen field configuration and enable the toggle next to Column.
For displaying a field in the filtering criteria section on Requests page, go to the chosen field configuration and enable the toggle next to Filtering criteria.
By accessing Requests page on the Customer Portal, you’ll notice that:
fields enabled as Columns in configuration are available under Column(s) on the page with requests and they can be used for defining the content of the list with requests.
fields enabled as Filtering criteria in configuration are available under the Funnel icon on the page with requests and they can be used for filtering the content of the list with requests.
For the Reporter and Status fields it’s not possible to disable the filtering criteria. You can set configuration affecting those fields by accessing the Settings tab.
By configuring Options for the Status field, administrators can determine whether the Category and Status filtering is available for selection to the users of Requests page.
When you choose the Allow users to display Category and Status in Filtering criteria, by using the Status field as Filtering criteria on Requests page, both the Category and Status criteria are visible to users.
By configuring Options for the Assignee field, administrators can control how users search and select assignees in Filtering criteria on Requests page. This feature enables users to define the scope of the user search, regardless of project or organizational assignment.
There are three available configuration options. The first option allows displaying all users and enables search suggestions when users start typing a name or email address. The second option also displays all users but it only returns results when the full name or email address of a specific user is entered. The third option blocks the display of all users and disables the search functionality entirely.
While configuring Assignee searching options note that the search results based on email address may be limited or inaccurate due to Privacy settings of individual users.
Within the User Picker field configuration, administrators can define how user searches are performed and what scope of users is available for selection on Requests page. This functionality provides flexibility in determining whether users can search the entire Jira instance or are subject to specific search limitations.
By accessing Requests page, end users can easily view and search for individuals involved in resolving a request, such as an additional contact person, hiring manager, or other participants which allows for broader insights into request-related data without granting additional Jira access permissions.
By configuring User Picker searching options, administrators decide whether the User Picker field allows searching for all users within the Jira instance without any restrictions related to their assigned projects or organizations. It’s also possible to enable searches across all users while requiring end users to enter the exact name or email address of the person they wish to find. Alternatively, administrators can disable user searching entirely.
By default, searching for users is disabled.
By adding particular users, groups, organizations or scopes to the permission pools in different sections of Fields configuration, you can give or restrict access to the following elements of Requests page:
You can make the field invisible for every user simply by switching off both Column and Filtering criteria toggles.
By enabling a field as Column you can make the field visible for selected users. As a result, it will be displayed as a column on the list with requests.
By using Requests page, the selected entities can choose the field as a column.
When the columns view is enabled, with the Can access and Can’t access tabs you can also determine the Value visibility for particular projects.
By using the Can’t access tab and selecting a project, the users from the chosen project, by accessing Requests page, will be able to add a field as a column, but won’t be able to see its contents.
Users, despite having access to the field as a column, don’t see its value for the selected projects.
By making a field visible as Filtering criteria, you enable users to filter their Request page by using this field.
Switch on the Filtering criteria toggle next to the field you want to change access to and expand the field view.
In the Filtering criteria section, it’s possible to specify if the field should have the same settings as for Columns. You can also set custom settings. Choose the relevant options from the drop-down list.
In the Filtering criteria section, under Criteria visibility, choose the Can access or Can’t access tab.
Select users, Jira groups, organizations or User scopes to set permissions.
The selected entities by using Requests page can choose the field as filtering criteria.
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