How to Configure PortalView – Dynamic Fields for JSM

AppRL Documentation

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How to Configure PortalView – Dynamic Fields for JSM

This section explains how administrators can configure which fields are displayed to customers in the Jira Service Management portal.

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Who can configure this app?

Only Jira administrators or users with project administration permissions can access and configure this screen. End users and customers cannot modify these settings; they only see the result in the portal.

For security and compliance reasons, only the Reporter, users listed as Participants, and members of any Organization linked to the request can see what has been configured in the portal.

1. Select a Project

Choose the Jira Service Management project where the configuration will apply. PortalView stores configuration per project, allowing different service desks to have different setups.

The configuration is scoped per project, allowing different setups for different service desks.

2. Select a Request Type

After selecting a project, choose the Request Type you want to configure. Each request type can have its own independent configuration.

If the same fields and SLA setup should apply to more than one request type, enable "Also apply this configuration to other Request Types" and select the additional request types that should receive it. This avoids repeating the same setup manually for each request type.

3. Choose Fields to Display (up to 4)

You can select up to 4 fields to be displayed in the customer portal.

System fields (for example: Priority and Assignee)
Custom fields
Asset / Object fields (Assets / CMDB)
Text, select, and reference fields

Once selected, these fields appear in the portal view of the request. Only the selected fields will be visible to customers.

4. Assets (CMDB) Fields – Additional Setup Required

If you are using Assets / CMDB fields, a one-time permission setup is required so PortalView can read the object labels from your Assets schema.

⚠️ Assets fields may appear as Not filled if the app does not have permission to read the related Object Schema.

Why is this required?

Assets has its own permission model. Even when PortalView has the required API scopes, the app still needs access to the Object Schema where the Assets data is stored.

How to configure access

Go to Assets → Object Schemas
Select the schema used by your Assets field
Open Schema settings → Roles
Add the app PortalView Dynamic Fields for JSM
Grant Viewer access

After this setup, Assets fields will be displayed in the customer portal using their labels instead of technical IDs.

💡 Tip: This setup is required only once per Assets schema.

5. (Optional) Enable SLA Display

If you want to show SLA information in the portal:

Enable “Show SLA in portal”
Enter the SLA ID
Click “Validate SLA”

The app validates the SLA against the current issue to ensure it exists and is accessible. When enabled, customers can see the SLA status (Running / Paused / Breached / Completed), the total SLA duration (for example, "80h"), remaining time, and a progress bar.

6. Save Configuration

Click Save configuration to apply the settings. The configuration becomes immediately active for all customers accessing the portal and for all issues of the selected request type (or types, if you chose to apply it to more than one).