Using a multilevel structure on the Customer Portal

This page provides information on using created multilevel structure on Jira Service Management.

Configuring custom fields

Steps

To add custom fields to the request type:

1. Go to Jira Administration > Projects.
2. Select project from the Project list.
   Welcome guide screen is displayed.
3. Go to Project settings.
4. Select Request types.
5. Choose request type in which you want to use a multilevel structure and click Edit fields.

   

   Fields screen is displayed.
6. Click Add a field.

   

7. Select custom fields which will be used in a multilevel structure.
8. Click Apply.
   

   

Result

Custom fields are added to the request type.

Next steps

To configure custom fields in the request type:

1. 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.

2. Click Update.

Result

Custom fields are customized in the request type.

Example

Steps

To check how the multilevel structure looks on the Customer Portal:

1. Go to Jira Administration > Projects.
2. Select project from the Project list.
   Welcome guide screen is displayed.
3. Go to Customer channels.
4. Click Visit the portal or copy and paste a link into a browser address bar.
   

   

5. Choose the request type which was selected during creating the multilevel structure.
6. A screen with the request is displayed.
   

   

Additional reading

• How to improve your customer’s journey Through Jira Service Management Server, pt. 2: Request Form