Since 2009
Portal Details for Jira Service ManagementJira Service Management Cloud · Atlassian ForgeShow customers who is on their request, and when to expect an answer
The customer portal shows the request form and the status, and little else. Portal Details adds a panel next to each request with the details you choose: fields, the assignee, SLA targets and linked requests. It never changes a request.
What it does
Answers to the questions customers keep asking
Fields customers ask about
Pick any supported field, including ones agents fill in that are not on the request form, and give it a label customers understand. Rich text is shown as plain text, and dates in the customer's own language.
Who is on it
Show the agent's name, or only whether someone is assigned. Or leave it out.
When to expect an answer
Show when a reply or a fix is due, in each customer's own time zone, and that the target was met. Missed targets stay hidden unless you choose to show them.
Linked requests
Customers see a linked request only if they can open it on the portal. Other linked work is never named. If you want, it is counted by status: "Is blocked by 1 other item: 1 in progress".
Built to be safe
What it will never do
The app has no write permission at all, so Atlassian's platform itself prevents it from changing a request. Saving or turning off the panel changes only the app's own settings.
The panel shows only on requests the viewer raised, was added to, or that are shared with their organization. Organization membership is confirmed against the member list first.
Jira administrators can set up any service project. Project administrators can set up their own project. The app checks this on every request.
No servers of our own and no API key. Nothing about requests or customers is stored: the panel reads the request each time it is shown.
Getting started
Install, choose the details, save
Install
From the Atlassian Marketplace, in Jira under Settings → Apps → Find new apps. Start with the free trial.
Choose the details
Open Settings → Apps → Portal Details, or Project settings → Apps → Portal Details in a service project. Pick fields, the assignee, SLAs and linked requests, then click Preview.
Save
Click Save. Customers see the panel the next time they open a request.
Paid through the Atlassian Marketplace, per agent, billed on your Atlassian invoice, with a free trial. The listing is not public yet. Request access or ask a question.