Using a multilevel structure on the Customer Portal
Info
Starting from version 6.10.0 this feature is deprecated. If you’ve never used it, you won’t see it in the global settings. However, if you already have a Multilevel Structure configured on your Jira instance, it will remain unchanged.
This page provides information on using created multilevel structure on Jira Service Management.
Note
A Multilevel Structure can be used on the Customer Portal. To see it in selected request type, custom fields must be added to the issue screen and to the request type.
To check your settings, go to: Project Settings > Request Types > Edit fields > Add a field.
Configuring custom fields
Steps
To add custom fields to the request type:
Go to Jira Administration > Projects.
Select project from the Project list. Welcome guide screen is displayed.
Go to Project settings.
Select Request types.
Choose request type in which you want to use a multilevel structure and click Edit fields.
Multilevel Structure in Jira Service Management Customer PortalFields screen is displayed.
Click Add a field.
Multilevel Structure in Jira Service Management Customer Portal
Select custom fields which will be used in a multilevel structure.
Click Apply. Multilevel Structure in Jira Service Management Customer Portal
Result
Custom fields are added to the request type.
Multilevel Structure in Jira Service Management Customer Portal
Next steps
To configure custom fields in the request type:
Select custom field and configure the following:
Display name: type name of field which will be displayed in the request.
Required: select if the custom field is required (Yes) or optional (No).
Field help: type text which will be displayed in the help dialog.
Click Update.
Multilevel Structure in Jira Service Management Customer Portal
Result
Custom fields are customized in the request type.
Example
Steps
To check how the multilevel structure looks on the Customer Portal:
Go to Jira Administration > Projects.
Select project from the Project list. Welcome guide screen is displayed.
Go to Customer channels.
Click Visit the portal or copy and paste a link into a browser address bar. Multilevel Structure in Jira Service Management Customer Portal
Choose the request type which was selected during creating the multilevel structure.
A screen with the request is displayed. Multilevel Structure in Jira Service Management Customer Portal
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