Disable or modify summary page

[Whaouu]

Hello,

In JIRA SD, after completing and validating a service or incident request, a summary page is displayed.

The page allows you to complete or perform actions.

Is it possible to disable the display of this page or to modify its content?

I didn't find a way to do it.

Thank you, in advance, for your help.

[Thomas Papougnot · Accepted solution]

Bonjour Whaouu,

Your question is not very clear, what would you like to modify/remove from this view ?

- The comment window ?

- Some transitions available to the customer (like "Rendre prioritaire", ...) ? 

- the request type ("Obtenir de l'aide informatique") ? 

Actually you won't be able to change many things, but it could evolve as Atlassian is working on this feature (the customer view).

And if your goal is to hide the description field, then your customers won't be able to add information or communicate with the agent.

Regards

[Whaouu]

Hello Thomas,

I'm sorry my description is not clear.

Actually, I have two projects.

In the first one, you would have to delete the whole view and arrive either on the portal or on the list of customer requests. The group managing this project considers that the summary view is not useful.

In the 2nd project, the group considers that the summary page is not explicit enough and that their clients may be confused. He would like to be able to add at least a title indicating that it is a summary and to specify to the client that he can complete this request.

I hope I am clearer in my explanations.

I'm starting with Jira and I don't know which setting menus I have to go to to set this up, if that's possible.

Thank you.

[Thomas Papougnot]

Hello Whaouu

I think I understand your need :)

But unfortunately you probably won't be able to configure the portal as wanted. 

• First project : your need is that once the customer has created his ticket, he's redirected on the portal itself, or on his own list of created tickets. 

To my knowledge this is not possible, you can eventually disable the comment permission for customers so they just see their description (and later the comments from the agent). 

You can hide the transitions from the customer by unchecking "Show transition in the customer portal" when you select a transaction in the workflow in edit mode.

• Second project : add informations after ticket is created. 

You could create an automatism (Project Settings > Automatisms) or a post-function (see JMWE add-on) to add a custom message after the ticket is created. I don't see other way to add a message on this page..

Best regards

[Whaouu]

Hello Thomas,

Thank you very much for your detailed answer.

Sincerely.