🛠️Additional(Extension) Fields

The Additional Fields feature allows admins to extend the Jira Service Management customer portal by adding any Jira custom field directly to the request detail view. This gives customers and agents instant access to critical information without navigating away from the ticket. Each field can have its own edit permission – read-only, agents only, or everyone – giving you full control over who can modify data.

Navigate to Project→ … → Space settings

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Click Apps → Extension JSM Portal

Click → Fields Configuration tab.

1. In the Add Jira Field to Portal search box, type a field name (e.g., "Priority", "Due Date", or any custom field)
   
   

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2. Select the field from the dropdown – it will be added to your configured fields list

💡 Tip: Only fields not already added will appear in search results.

• Click directly on the field name text

• Type your custom label (e.g., "Urgency Level" instead of "Priority")

• Press Enter to save

Choose one of three permission levels per field:

Simply click the permission button to toggle between options.

Use the ▲ and ▼ buttons to change the display order on the portal.

Click 💾 Save Configuration to apply your changes.

1. Open any service request

2. Scroll to the Extension Fields panel

3. View all configured fields
   
   

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4. If you have permission, click any editable field (pencil icon appears on hover)

5. Type your new value and click Save or press Enter

6. Changes update instantly in Jira

• Same experience as customers, but may have edit access to more fields

• Fields marked "Agents only" display a 🔒 icon to customers but remain editable for agents

The Extension Fields feature puts the power of Jira's rich field ecosystem directly into your customer portal. Start adding, reordering, and configuring fields today to create a more informative and efficient service experience! 🚀