Panels on the portal

This page describes what customers and agents see when they open a request on the customer portal and the space has Additional Fields panels.

Where panels appear

A panel appears in the zone you chose in its Location setting:

• Top: above the request summary.
• Side: the right column, next to the request.
• Center: the main column of the request view.

Panels in the Side and Center zones appear under the heading Request Info. When several panels are in the same zone, they appear one after another.

The panel shows only its objects, one below the other, in the order of the cards on the Design tab. The name and the description of a panel are for administrators and aren’t shown to customers.

Which zones show Additional Fields, and in what order relative to other features, is set in App Configuration.

How objects fit each zone

Objects adapt to the zone. In the Side zone, these objects use compact layouts:

• Attachments
• Time tracking
• SLA metrics
• Attributes
• User chips, for example in multiple user picker fields
• Work items

In the Top and Center zones, the same objects use wide layouts.

Empty values follow the option Show this field even if empty on the request. See Create a panel.

When a panel shows

A panel appears on a request when all of these are true:

• The license of Feature Bundle is active.
• The panel is enabled.
• The zone of the panel shows Additional Fields in App Configuration.
• The request matches the request types and the JQL condition of the panel.
• The viewer has one of the access roles of the panel. Service agents skip this check by default.

If a zone has no matching panel, it shows nothing. While the data loads, the panel shows placeholder lines. If a field of the panel was deleted in Jira, the panel shows its other objects and skips that field.