Configure the client portal view of a ticket

[Brittany.Loy]

It would be helpful to know how to configure the ticket view of the client portal. Clicking the "Hide Details" button will reveal the priority information. Ideally, I'd like it to be on the right side of the menu bar. Do you have a way to configure the portal to allow me to drag and drop information where I want it?

Below I have a screenshot showing what I am referring to.

[Joseph Chung Yin · Accepted solution]

@Brittany.Loy 

Welcome to the community.  Unfortunately, you cannot changed the position of the field (one's in question) location within the portal UI.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Brittany.Loy]

Thank you for your quick response! I do have a few more questions about the portal to see if it is a UI or if this can be resolved on our end.

We've noticed that some of our tickets for the "Type" field is empty. Is there a way to edit that within the client portal or is that also located in the UI?

[Peng Zhou]

That must be the request type. You can edit that on the ticket view in Jira.

[Joseph Chung Yin]

@Brittany.Loy -

For your 2nd image (as it relates to the Requests UI in the portal), those are not empty type.  You just need to update your Request Type configuration to include an image for those request types "seems" to be empty to you.

Afterward, those request types image will be displayed.

Best, Joseph

[Brittany.Loy]

@Joseph Chung Yin We only have two request types the can be created. How can I go in and edit the already create tickets that were show above?

[Joseph Chung Yin]

@Brittany.Loy -

If you access your request type via Project settings >> Request Types, and then click on the request type in question, you should be able click on area before the Request Type Name and setup the icon.

After you setup the icon, it should automatically update your existing issues in the Requests view screen.

Best, Joseph

[Brittany.Loy]

There is already an icon attached to both of the request types. I don't think that is the actual problem. As I mention we have empty icons/request types in the type column and our clients are not able to see the request types. We only have two request types that users are able to choose from.

[Joseph Chung Yin]

@Brittany.Loy -

Do you have any request type that is hidden from the portal?  If you are on the "Request Types" UI, it should be located at the bottom of the screen.  

Can you try to access the "missing icon" issue (example - CCS-277) and take a screenshot of the issue from the Agent view.  Are the issue associated with any Request Type?

Kindly advise.

Best, Joseph

[Brittany.Loy]

I don't have any request types that are currently hidden. I am not able to access the missing icon either. The only two request types are the "Report an Issue" and "Submit a request".

[Joseph Chung Yin]

@Brittany.Loy -

Is CCS-227 or CCS-210 accessible in your CCS JSM project?  Please take a screenshot of the issue from the Agent view via the project UI.  is  the issue associated with any Request Type?

Best, Joseph

[Brittany.Loy]

CCS 277 and 210 are not within the JSM project. Those two tickets are a Bug and a feature request. Would that make a difference? Other than the screenshot that I provided I am not sure of how I can provide your agent view.

Here is what I see:

[Joseph Chung Yin]

What do you mean that those two issues are not within the JSM project - Are you saying those are associated a different JSM project first and they were moved into th CCS project?

From the latest screenshot that you provided, it is created via the Portal.  So it means that there was a request type which were associated with those issue types originally.  

Best, Joseph

[Brittany.Loy]

Is it possible to connect on a zoom call?

[Joseph Chung Yin]

Sure.. my email address is Joseph.Yin@viasat.com

[Joseph Chung Yin]

As per our Zoom meeting, the issue was resolved - Those tickets without an icon was originally associated with an issue type that had request type defined.  It was then changed/moved to another issue type internally by the team.  The moved-to issue type didn't have any request type assigned + those tickets have no request type assigned via the issue view UI within the project.

So the steps to correct the problem are as follow -

1) Identify the moved-to issue type.

2) Create a new request type form associated to the moved-to issue type.  This request type is hidden from the portal since only the internal team will conduct the issue type switch.

3) Go back to those tickets in the project UI and assigned the them to the newly created request type.

[Dirk Ronsmans]

Like @Joseph Chung Yin mentions the format of that screen is pretty much fixed.

You could look at addons/apps such as Refined to do more customization of the portal view but you'll never really have full control of those pages I'm afraid.