Use on the service desk portal
Integrating cascading custom fields into the service desk portal improves the customer service experience by enabling customers to accurately specify their needs through a detailed hierarchy, helping them select the most appropriate option.
Caution
If the app wants an API Token, please update the app manually in the “Manage app” section. This is a previous version, and it’s no longer needed.
How to add a custom field to the portal?
Remember to add your Multilevel Select custom field to appropriate screens, including those from Jira Service Management, and to request types.
Steps
- Go to the custom fields after choosing Issues in global settings.
- Find your custom fields and choose Screens and contexts.
- Add custom fields to the proper service desk project’s screens.
- Now, you have to add the field to the request type in which you would like to use this field. Go to the project settings -> Request types -> Choose the one you need -> and custom field with drag and drop.
- This field is labeled as hidden—please don’t bother. It’s a configuration workaround. Also, as a hidden field, custom field names cannot be translated into languages.
Info
This field can’t be set as required in the request type configuration.
Result
Now, you should display the Multilevel Select custom field on the portal in the chosen projects.
When customers create tickets, they can define values from multilevel select catalogs.
Info
This custom field always loads at the end of the request form. It is impossible to change its position, regardless of the request form configuration.
Agents see chosen values right in the ticket details in Jira.
Next steps
Now let’s explore how to manage values from the Multilevel Select custom field efficiently with the gadget.