Portal Fields — Documentation

01

Requirements

• Jira Service Management Cloud.
• A project administrator, to configure what each project shows.
• Nothing else: the app runs on Atlassian Forge, inside your Atlassian site.

02

Installing

Install it from the Atlassian Marketplace listing, like any other Cloud app. The free trial and the subscription are handled by Atlassian. No setup steps outside Jira.

03

Configuring a project

Go to Project settings → Portal details. Only project administrators can open this screen.

The screen is titled "Details visible in the portal" and has these controls:

Request type

Choose "All types (default)" to set the defaults for the project, or pick a specific type to give that type its own settings. Types without their own settings use the default. When you open a type that has no settings of its own, the screen says so, and saving gives it its own.

Fields

Search and add the fields customers will see. They appear in the portal in the order you add them.

Editable fields

Fields customers can change from the portal. A field is only offered here if Jira also has it on the edit screen of that request type.

Show SLAs with time remaining

Displays each SLA with the time left, or how long it has been breached.

Show linked requests the customer can access

Lists requests linked to this one, filtered by that customer's own portal permissions.

Let customers mark that a request affects them too

Adds the «This affects me» control to the panel and feeds the agent-side count.

Then press Save changes. The portal shows the new configuration after a refresh. Back to default removes that request type's own settings so it follows the project default again.

A warning stays on screen the whole time: any field you choose becomes visible to your customers. Check that you are not exposing internal information.

04

What the customer sees

In the portal, inside their request, a panel titled Request details with the fields you chose.

• Each field is rendered for what it means: people with their avatar, dates in the reader's language and time zone, priorities and statuses with the same colours agents see in Jira, labels as tags, percentages as a progress bar. A due date that has passed is shown in red.
• SLAs show the time left ("left") or how long they have been breached ("Overdue by").
• Linked requests are listed with their status. Each link is checked individually against that customer's portal permissions, so a customer never sees a linked request they are not allowed to open.
• This affects me marks the request as affecting them; once marked it reads Affects me and can be unmarked. The panel shows how many people are affected.
• Fields you marked as editable show an Edit button, with Save and Cancel.

If a request type has no fields configured, the panel shows "No details available".

05

What agents see

Inside the issue, in the Jira agent view, a panel called Affected customers with the number of customers who marked "this affects me". Use it to prioritise by real impact: portal customers are not Jira users, so they cannot use Jira's own voting.

06

Permissions and security

Portal customers have no read permission on the underlying issue, so the app reads the fields with its own permissions. Because of that, every operation first verifies, on behalf of the person making the request, that they are allowed to see that request from the portal. The same check runs for each linked request, one by one.

Edits add two more checks: the field must be on the list the administrator configured as editable, and Jira must confirm the field is editable with the expected type.

The settings screen verifies the project administration permission on every call, not only when the screen is rendered.

07

Languages

The panel and the settings screen are available in the 26 languages Jira supports, with correct plural forms, and follow each user's own language setting.

08

Licensing

The app is free for sites with up to 10 users and charged per user above that, billed by Atlassian. Every subscription includes the standard Marketplace free trial. If the licence is not active, the settings screen says so and customers do not see the panel.

09

Troubleshooting

The panel does not appear in the portal

Check that fields are configured for that request type (or for the default), and that the licence is active. Refresh the portal after saving.

A field is not offered under "Editable fields"

Jira only allows editing fields that are on the edit screen of that request type. Add it to the screen in Jira first.

A linked request is missing

The customer is not allowed to see it from the portal. This is intended.

SLAs do not show

Check that "Show SLAs with time remaining" is on and that the request type has SLAs configured in Jira.

10

Support

Write to soporte@conectastudio.com.py, in Spanish or English, on business days. Target response time is 24 hours.