Additional Fields overview

Additional Fields shows values and content from a request in panels on the request view of the customer portal. Customers see, for example, the assignee, the SLA status, linked work items, or their assets, without asking an agent. The feature was previously called Request View Enhancer.

What a panel can show

You build each panel from objects:

• Fields: Jira fields of the request, such as assignee, priority, and attachments. See Create a panel and Supported fields.
• Work items: parent, child, linked, and related work items. See Show work items.
• Assets: the assets chosen on the request, or the assets of the customer found with a query. See Show assets linked to a request and Show a customer’s assets.
• Attributes: customer and organization attributes. See Show customer and organization attributes.
• Links, titles, and dividers: custom links, headings, and separators. See Add links, titles, and dividers.

Where panels appear

Each panel appears in one zone of the request view:

• Side: the right column of the request view. This is the default.
• Top: above the request summary.
• Center: the main column of the request view.

Panels in the Side and Center zones appear under the heading Request Info.

Which zones show Additional Fields in a space is set in App Configuration. Who sees a panel depends on request types, a JQL condition, and access roles, which you set when you create the panel.

Where to set it up

You set up panels in service spaces. Go to Space settings > Apps > Feature Bundle > Additional Fields. You need to be both an administrator of the space and a service desk agent in it.

Without an active license the portal shows no panels, and you can still edit them. See What happens without an active license?