Adding custom fields directly to the popup window

[Iris Ayelin]

Hey,

When a customer reopens a closed ticket, the default popup window prompts them to provide comments or additional information about the reason for reopening.

Is this popup window support adding custom fields? 

We want to request customers to update the 'requested completion date ' and enable the option to attach a file. 

Thank you!

[Kate Pawlak _Appsvio_ · Accepted solution]

Hi @Iris Ayelin ,

By default, you can't modify this screen.

But you can achieve it with app developed by my team: Feature Bundle for Jira Service Management. With this app you can select which fields will be displayed on the transition screen on the customer portal. Also thanks to JQL, you can define which fields in which situation will be available. This app is free up 10 users. What's more, this app offers more features, not only this one, so they can be useful in ITSM processes in your company.

I recommend you to try our app (free for 30 days) or book a demo session with us: calendly.com/appsvio.

~Kate

[Iris Ayelin]

Hi @Kate Pawlak _Appsvio_ 

Thank you for your valuable suggestion.

However, we are currently exploring options to achieve this goal without relying on a third-party solution that would necessitate installation throughout the entire environment.

[Hieu]

Yes, you can add more fields to this popup.

The keyword: transition screen, you can make it required or optional also.

Permission needed: jira-administrator

[Iris Ayelin]

Thank you for your response @Hieu!
I added a new screen with the required field, but it was added just for the Admin side.

My intention was to add the field to the popup windows in the customers portal side

[Hieu]

Hi @Iris Ayelin to archive this

You can refer to check the plugin Actions for Jira Service Management

This plugin provides affordability adds transitions/screens to the customer portal.
It's easy to use but needs to consider the cost.

It's only free if your Jira site has below 10 users. At least you can try it in your sandbox environment.

Here is my setup for demonstration, our company using it


Best regards,
Hieu

[Iris Ayelin]

Hi @Hieu 

Thank you for your response.

To clarify, the total count of users is 10 for the entire environment in Jira, right?

This count does not refer to the number of members in a specific project.