PortalView enhances the Jira Service Management experience by showing selected issue fields and SLA status directly in the customer portal, so customers always see the most relevant information without needing agents to open the issue view.

Overview

PortalView is a Forge app for Jira Service Management Cloud that empowers administrators to:

• Select specific fields to display in the customer portal, including Priority, Assignee, and custom fields
• Optionally show SLA status, total duration, and remaining time
• Configure settings per Project + Request Type, and apply the same configuration to multiple Request Types at once
• Portal visibility available to the reporter, participants, and members of the request's linked Organization
• Automatically hide the app UI when no configuration exists for a project

This improves transparency for customers, reduces confusion, and cuts support follow-up interactions.

Key Features

Customizable Field Display

Choose up to 4 fields from each request type that will appear on the customer portal. Fields are rendered with clean formatting, including text, arrays, and custom objects (Fields Assets).

SLA Insight Included

Optionally display the SLA status, total configured duration, remaining time, and a progress bar for the selected SLA of each request. Portal visitors get real-time SLA information without switching views.

Project & Request Type Granularity

Administrators can define different field and SLA displays for each JSM project and each request type, making configurations flexible. The same configuration can also be applied to several request types at once, avoiding repetitive setup when they share the same fields and SLA.

Automatic Hiding When Not Configured

If a project or request type is not configured, the app hides itself and does not render unnecessary UI in the portal.

Respectful of Permissions

Built with Forge and Atlassian security best practices, PortalView is visible only to the request's reporter, its participants, and members of any Organization linked to the request.

How It Works

• Install PortalView from the Atlassian Marketplace
• Go to App Configuration in Jira (Apps → PortalView)
• Select the Project and Request Type (or multiple Request Types) you want to configure
• Pick up to 4 fields from your catalog to display
• Optionally enable SLA visibility and provide the SLA identifier or name
• Save and customers immediately see the selected fields and SLA information in the portal — visible to the reporter, participants, and members of the request's linked Organization

Use Cases

For Support Teams

• Show key metadata such as Assignee, Priority, and Category upfront
• Surface SLA duration, countdown, and status to customers directly in the portal

For Customers

• See critical information without navigating into the full issue
• Understand SLA expectations immediately

Benefits

• Reduce “What’s my SLA?” tickets
• Create more informative portals without custom coding
• Streamline customer communication
• Improve support experience and transparency