Jira Service Management Portal

How to Enable/Disable the feature in Global Settings

The feature is disabled and the Smart Checklist is not visible on the Customer Portal by default

To enable the feature in Global Settings - please follow the next steps:

1. Navigate to the Apps through Settings → Manage your apps → Smart Checklist Settings.

2. Navigate to the “Global Settings” tab.

3. Turn on the “Show on customer portal” toggle:

Open

To disable the feature in Global Settings - please follow the next steps:

1. Navigate to the Apps through Settings → Manage your apps → Smart Checklist Settings.

2. Navigate to the “Global Settings” tab.

3. Turn off the “Show on customer portal” toggle:

Open

How to Enable/Disable the feature in Project Settings

To enable the feature in Project Settings - please follow the next steps:

1. Navigate to the Service Project you are working on → Project settings → Smart Checklist

2. Navigate to the “Project Settings” tab.

3. Turn on the “Show on customer portal” toggle:

To disable the feature in Project Settings - please follow the next steps:

1. Navigate to the Service Project you are working on → Project settings → Smart Checklist Pro/Free

2. Navigate to the “Project Settings” tab.

3. Turn off the “Show on customer portal” toggle:

How the feature works

Once you enable the feature - after adding Smart Checklist content to the service management tickets - customers will be able to see the Smart Checklist in the view-only mode:

✅ Customer is able to:

• view checklist

• expand/collapse details

• hide completed items/show all items

❌ Customer is not able to:

• edit content of the checklist

• change statuses

• add/delete items

Empty Smart Checklist on the Customer Portal

Till version v2.5.35-AC Smart Checklist for Jira Cloud: if Smart Checklist is enabled for the Customer Portal but a checklist is not added yet to the service management ticket you will see the message "Checklist is empty" like this:

Since version v2.5.37-AC Smart Checklist for Jira Cloud: Smart Checklist will no longer be shown on the customer portal for end users if it’s empty.

Hope everything works for you!