Create a panel

A panel is a block on the request view of the customer portal. You create panels in a space, and each panel shows the objects you add to it: fields, work items, assets, attributes, and links. A panel needs a name, a place and an audience on the Availability tab, and at least one object that shows data on the Design tab, so you set up both tabs before you save.

Before you start

• You are both an administrator of the service space and a service desk agent in it.
• Feature Bundle is installed. See Install Feature Bundle.

Steps

Set the availability

1. Go to Space settings > Apps > Feature Bundle > Additional Fields. The list of panels opens.

   

2. Select Create Panel. The panel page opens with the Availability and Design tabs.

3. At the top of the page, select the name New panel and type a name. The name is required. Optionally, add a description under it. The name and the description take up to 70 characters each, and only administrators see them.

4. Leave the toggle at ENABLED to show the panel to customers as soon as you save it. Switch it to DISABLED to keep the panel hidden for now.

5. On the Availability tab, in Location, select where the panel appears on the request view: Side (the default), Top, or Center.

   

6. In Request types, choose which requests can show the panel:

   • Show in all request types (current and future): the default.
   • Select request types: select at least one request type of the space.
   

7. Optionally, in Filter requests using JQL, enter a JQL query to limit the panel to matching requests, for example requests in a given status. The control shows how many requests match. A query can have up to 6,000 characters, and an invalid query blocks saving. currentUser() in the query stands for the customer who views the request.

8. In Access, check the roles that see the panel. A customer sees the panel when at least one checked role applies to them. A new panel starts with Reporter checked, and you need at least one role to save.

   • Reporter: the reporter of the request.
   • Request participants: everyone listed as a participant of the request.
   • Organizations: members of the organizations you select. If you select none, members of the organizations the request belongs to. The selector shows the text “All organizations”, but an empty selection works this way.
   • Approvers: approvers of the request, including approvers of finished approvals. Turn on Ignore approvers from previous approval sessions to limit access to approvers of the current, open approval. Without an open approval, nobody qualifies.
   • Jira groups: members of the groups you select. If you select none, every viewer sees the panel.
   • Custom field: users named in the user picker fields you select, and members of groups named in the group picker fields you select. With no fields selected, nobody qualifies.
   

   Info

   Service agents always see the panel, whatever you set for request types, JQL, and access. The panel still has to be enabled, match the request type, and be in the zone that is displayed. A Jira administrator can change this in Global configuration.

Design the panel

9. Open the Design tab and select Select object to add. The list offers these objects, in this order:

   • Field: a Jira field. See the next steps.
   • Work items: see Show work items.
   • Attributes: see Show customer and organization attributes.
   • My assets: see Show a customer’s assets. It is marked ADVANCED PLAN and disabled on Standard.
   • Custom link, Divider, and Title: see Add links, titles, and dividers.

   A panel needs at least one object that shows data: Field (including Satisfaction), Work items, Attributes, My assets, or Custom link. Title and Divider don’t count.

   

10. To show a Jira field, select Field. In the Select field type dialog, search with Type to search or open the list, select the field, and select Add field. The list shows the fields that are associated with at least one project in your Jira site, and groups them by type. If you can’t find your field, it isn’t associated with any project yet. In Jira, select the cog icon, go to Work items > Fields, select the three dots next to the field, and select Add field to screen. A field that is already in the panel isn’t offered again.

    

11. Expand the card of the field. Under Additional options, decide what customers see when the field has no value:

    • Leave Show this field even if empty on the request cleared to hide the field completely, label included.
    • Select it to show the field name with a text for the empty value, for example “None”.

    For the empty value text of each field, see Supported fields.

    

12. To add any other object, select it in the list, expand its card, and set it up as described on the page of that object. Each object has settings that it needs before you can save, and its page lists them. Cards start collapsed. Divider has no settings. For how each kind of field looks on the portal, see Supported fields.

13. Add as many objects as you need:

    • A given field can be added to a panel only once.
    • You can add Title, Divider, Custom link, Attributes, and My assets as many times as you need.

14. To change the order, drag the cards. To remove an object, expand its card and select Remove object. The removal takes effect when you save.

Save the panel

15. Select Save. A message confirms that the panel has been created. If a required setting is missing or invalid, the page shows only the first problem at the bottom and doesn’t save the panel.

To leave the page without saving, select Cancel. Your browser may ask whether to leave the page, even if you changed nothing.

Result

The panel is on the list as a card with the status Enabled. On a matching request, customers see it in the zone you chose, with its objects in the order of the cards on the Design tab. A field without a value follows the option you chose in step 11. See Panels on the portal.

To change, copy, disable, or delete panels later, see Manage panels.