Custom Fields for JSM PortalThe problem
The customer knows the right asset tag. The request has the wrong one, and they cannot see it. When they find out, their only route is a comment or a second request, and an agent spends time typing a value the customer could have typed.
What to show
| Field | Why |
|---|---|
| Priority | The most-asked question. Showing it stops “is this urgent yet?” comments. |
| Due date | Sets the expectation once, instead of in every follow-up. |
| Assigned team (a custom field) | Tells the customer who has it, without exposing a person or a user picker. |
| Asset tag or device serial | The customer can see it is the right machine. |
Step by step
- Show three fields first. Priority, due date and the asset tag, with labels your customers use. Leave editing off for a week.
- Open one field. Switch on editing for the asset tag or the location. A select list is better than free text wherever you can: the app offers exactly the options Jira has, so a wrong value becomes impossible.
- Check in Jira. Next to the switch. It confirms the field is on the project’s edit screen and the app may edit there.
- Keep the default policy. Editing only while the request is open.
- Read the customer log after a week. It shows whether the field is used, and by whom.
What to watch out for
Do not open a field that drives an SLA or an automation rule. Show the priority, but a customer changing a priority that a rule reacts to is an incident waiting to happen.