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My Requests Extension for Jira Service Management
Cloud Server/Data Center
My Requests Extension for Jira Service Management

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Last updated May 6, 2024

Fields configuration

Learn how to manage access to fields on the Requests page

Warning
Before you start, log in as a user with the Jira Administrators global permission.

Fields configuration lets you restrict access to both system and custom fields on the Requests page. You can also choose if the field should be available to customers as a column or a filtering criteria. Before proceeding, access My Requests Extension configuration and select Fields configuration section.

My Requests Extension - configure my request view Jira service management
My Requests Extension - configure my request view Jira service management

Overview

Here you can see the layout of the Fields configuration screen.

My Requests Extension - show additional fields in my requests Jira service management
My Requests Extension - show additional fields in my requests Jira service management
  1. Column toggle makes the field visible as a column on the Requests page and enables for changing access to it. By default, everyone can choose a field as a column if the toggle is on.
  2. Criteria toggle makes the field visible as filtering criteria on the Requests page and enables for changing access to it. By default, everyone can choose a field as criteria if the toggle is on.
Tip

By accessing Requests page on the Customer Portal, you’ll notice that:

  • fields enabled as columns are available under Column(s) and they can be used for defining the content of the list with requests.
  • fields enabled as criteria are available under the Funnel icon and they can be used for filtering the content of the list with requests.

3.Permission pools are multi-select fields where you can give or restrict access to columns or criteria using Include/Exclude tabs. Criteria section can have its own permissions or the same as columns.

If you click on the Settings tab, you can change the Display name of the field that customers see on the Requests page.

My Requests Extension - show additional fields in my requests Jira service management
My Requests Extension - show additional fields in my requests Jira service management
Note

Using the Include tab gives access only to the selected entities, while leaving others without it. Exclude tab however, gives access to everyone except the selected entities.

Info
  • Only fields supported by the app are displayed in the configuration section. For more information, see Supported fields.
  • Fields that come from the team-managed projects (previously known as next-gen) are marked with a star icon.
Tip

For Priority and Customer Request Type fields you can define whether their names should be displayed in a tooltip or next to an icon. Choose the desired option in the Settings tab.

My Requests Extension - show additional fields in my requests Jira service management
My Requests Extension - show additional fields in my requests Jira service management

Managing permissions

By adding users, groups, organizations or scopes to the permission pools in different sections, you can give or restrict access to various elements on the Requests page.

Tip

You can make the field invisible for everyone simply by switching off both Column and Criteria toggles.

Columns

You can make the field visible for selected customers as a column on the Requests page.

Steps

  1. Switch on the Column toggle next to the field you want to change access to and expand the field view.
    Fields configuration column toggle
    Fields configuration column toggle
  2. In the Columns section, under column permissions, specify if the selected users should be included or excluded from the access by clicking on the tabs.
  3. Add users, Jira groups, organizations and scopes to the permission pool.
    Column permission pool
    Column permission pool

Result

Selected entities can choose the field as a column.

No column visible
No column visible

When the columns view is enabled and visible for the customers, you can also restrict the value visibility for selected projects. Users in those projects will be able to add a field as a column, but won’t be able to see its contents.

Steps

  1. In the Columns section, under value visibility, specify if the selected projects should be included or excluded from the access by clicking on the tabs.
  2. Add projects to the permission pool.
    Value permission pool
    Value permission pool

Result

Users, despite having access to the field as a column, don’t see its value in selected projects.

No column visible
No column visible

Criteria

By making the field visible as criteria, you enable users to filter their Request page using this field.

Steps

  1. Switch on the Criteria toggle next to the field you want to change access to and expand the field view.
    My Requests Extension - change my requests fields Jira service management
    My Requests Extension - change my requests fields Jira service management
  2. In the Criteria section, specify if the field should have the same settings as in columns or should it have custom settings. To do so, choose the options from the drop-down list.
    My Requests Extension - change my requests fields Jira service management
    My Requests Extension - change my requests fields Jira service management
  3. Select if the users should be included or excluded from the access by clicking on the tabs. Then add users, Jira groups, organizations and scopes to the permission pool.
    My Requests Extension - change my requests fields Jira service management
    My Requests Extension - change my requests fields Jira service management

Result

Selected entities can choose the field as criteria.

Visible criteria
Visible criteria

Need help?

If you can’t find the answer you need in our documentation, raise a support request. You can also contact us directly from within the app by clicking Contact Vendor in the bottom right corner.