Additional Fields: Linked issue tracking
A single support ticket rarely exists in a vacuum. Often, a bug reported by one user is part of a larger system outage or a known problem already being tracked by the dev team. By using additional fields to show linked issues on the Jira portal, the “black box” of support is opened. This transparency provides users with the context they need to understand that their issue is being handled as part of a larger effort.
The Scenario: Mark’s Linked Bug
Mark encounters a frustrating functionality error and submits a request. Usually, he would be left wondering why his specific ticket isn’t moving. However, with additional fields enabled on the self service customer portal, Mark notices a “Linked Issues” section.
He sees that his ticket is tied to a “Major Incident” currently being tackled by the engineering team. Because he can see the “In Progress” status of that parent issue, he realizes he doesn’t need to email his agent for an update—the answer is already right there. Mark feels informed, and the agent’s inbox stays clear of “Any news?” pings.
How to set it up: 3 simple steps
Surfacing internal context on the Jira customer portal is a quick way to improve the user experience:
Identify the value: Decide which internal fields provide the most reassurance. For incident management in Jira, “Linked Issues” and “SLA” are the most popular choices.
Configure the panel: In the app settings, create a new panel. Select the fields to display and choose their position—sidebars are great for quick stats, while the top of the request is perfect for high-priority alerts.
Define visibility: Use JQL to ensure these fields only appear when they contain data. This keeps the self service customer portal interface clean and professional.
Why it’s a game-changer
Contextual clarity:
Users immediately see how their ticket fits into the broader support ecosystem. This visibility is essential for high-stakes service management.
Reduced inquiry volume:
When the portal answers the “Why is this taking so long?” question automatically, support agents can stay focused on the actual resolution.
Increased user trust:
Transparency breeds confidence. Showing that a ticket is linked to a known bug or a broader task proves to the user that the team is organized and active.
Better collaboration:
Reporters feel like active participants in the resolution process when they can track the status of related tasks and transitions in real-time.
Master incident transparency
Showing linked issues is just one way to level up a self service customer portal. The ITSM Handbook offers deep dives into using additional fields for tracking hardware, complex SLAs, and cross-project visibility.