How to customize the Request Form screen in Service Desk?

[Miguel Bravo]

I have a couple fields I'd like displayed at all times. I am adding two attachments. First one is default look when a visitor opens the page. The details are hidden. Aware there is a button for hide/show details. I am looking for a way to keep this expanded and organize this "view" page completely for easier access to information for our guest. Thank you

[Angélica Luz · Accepted solution]

Hello Jeff,

Thank you for reaching out to Atlassian Community!

The customer portal received many updates recently and some of these new features are the order of the comments and the comment box that now will show below the comments instead of above. 

With that said, these changes made it difficult for customers to scroll down all over the page to read recent comments and to add new comments. There are feature requests suggesting improvements for that:

• Ability to change comment order in the new portal design
• Move the comment box on the new customer portal to the top of the tickets

As an improvement, now the comments are collapsed and also customers can show and hide details, so they don't need to keep scrolling through the page to find what they need.

Some tickets will have a short description and a few fields to show in the Details area, but depending on each issue, this area will show a lot of information and keep it hidden after the ticket is created and only show when necessary will help customers just to see what they need at the moment.

As this feature is new, currently there are no suggestions for it to be removed or configurable. 

Please, feel free to raise a new feature on jira.atlassian.com (project JSDCLOUD) adding more details about why this feature is important for your environment or let us know the details for us to create one on your behalf.

Regards,
Angélica

[Miguel Bravo]

Thank you for reply, Angélica
I will keep my eyes open for updates and wait patiently for more features!