Bring More Visibility, Transparency, and Control to Your Jira Service Management Portal

🌟 Overview

Tired of customers repeatedly asking for updates on custom fields, SLA statuses, or linked blockers?

Enrich Fields for JSM enhances the Jira Service Management (JSM) customer portal by making important request information more accessible, transparent, and easy to understand.

With configurable field visibility, linked work item tracking, enriched request views, and secure agent-only information panels, the application helps reduce repetitive customer queries while improving the overall service experience.

Built entirely on Atlassian Forge, the application provides granular administrative controls to help organizations tailor the portal experience while maintaining appropriate access boundaries.

🚀 What Can You Do with Enrich Fields for JSM?

• 📋 Display Additional Request Details — Surface system and custom fields directly in the customer portal.
• 🔗 Track Linked Work Items — Help customers understand related issues, dependencies, and blockers.
• 📊 View Requests in a Table — Explore, filter, customize, and export request data using CSV.
• 🛡️ Protect Internal Information — Provide agent-only visibility for confidential operational fields.
• 🎨 Customize the Portal Experience — Configure field visibility, feature availability, and branding to suit your organization's needs.

🎯 Key Features

📋 1. Enriched Portal Sidebar Panel

Give customers greater visibility into their requests by displaying important information directly in the request sidebar.

Key capabilities

• 👁️ Surface Hidden Fields: Display additional system and custom fields, including assignees, due dates, custom dropdowns, asset tags, and versions.
• 🧩 Smart Field Formatting: Present dates, Atlassian Document Format (ADF) rich text, multi-select values, and user profiles in a readable format.
• ⏱️ Live SLA Status: Display visual indicators for ongoing SLA timers, paused states, and breached targets.