To add or customize the columns that your customers see in their My Requests list on the Jira customer portal, you, as a Jira Administrator, can modify the view settings directly from the customer portal interface. This allows you to control which key information about their submitted requests is visible at a glance.
Detailed Steps to Customize Customer Portal Columns
Follow these steps to customize the columns displayed on your Jira customer portal's request list:
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Access the Customer Portal as an Administrator:
- Open your web browser and navigate to your Jira Service Management instance.
- Specifically, go to the customer portal's request list page. This often looks like
https://<your_instance>/servicedesk/customer/user/requests?page=1, where<your_instance>is your Jira Cloud URL or Data Center/Server base URL. - Ensure you are logged in with Jira Administrator permissions.
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Locate the 'Customize' Sidebar:
- Once on the My Requests page (which lists all customer requests), look for a "Customize" sidebar or button. This is typically situated on the left-hand side of the page.
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Select and Reorder Columns:
- Click on the "Customize" sidebar. A panel will appear, allowing you to select which fields appear as columns in the customer's request list.
- You can add new columns by checking the boxes next to available fields.
- Remove existing columns by unchecking their respective boxes.
- Reorder columns by dragging and dropping them into your desired sequence. This helps prioritize the most important information for your customers.
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Save Your Changes:
- After making your selections and reordering, ensure you save your changes. The exact button might say "Apply," "Save," or similar, depending on your Jira version. These changes will then take effect for all customers viewing their requests on the portal.
Understanding Customer Portal Columns
Customizing these columns is crucial for providing a clear and efficient experience for your customers. These columns help customers quickly track the status and details of their submitted requests without needing to open each one individually.
Common Customizable Columns:
| Column Name | Description |
|---|---|
| Request Type | The specific type of request submitted (e.g., "Report a bug," "Request access"). |
| Summary | A concise title or description of the customer's issue or request. |
| Status | The current workflow status of the request (e.g., "Open," "In Progress," "Resolved"). |
| Created | The date and time when the request was originally submitted. |
| Updated | The date and time when the request was last modified or commented on. |
| Reporter | (Optional) The name of the user who submitted the request (if different from the viewer). |
| Approvers | (Optional) The names of the users who need to approve the request, if an approval step exists. |
Best Practices for Column Customization
When deciding which columns to include, consider the following best practices to enhance the customer experience:
- Prioritize Relevance: Only display information that is genuinely useful for customers to quickly understand the state of their requests.
- Keep it Concise: Avoid overwhelming customers with too many columns. A cluttered view can make it harder to find essential details.
- Clarity is Key: Use clear and intuitive column names. If a custom field is added, ensure its name is easily understandable by your customer base.
- Consider Customer Needs: Think about the most common questions customers have about their requests and include columns that answer those questions directly.
- Regular Review: Periodically review your column selections, especially after introducing new request types or workflows, to ensure they remain effective.
For more detailed information on customizing your Jira Service Management portal, you can refer to the official Atlassian Jira Service Management documentation.
