Jira Service Management Portal

Owned by Julia Romanenkova
Last updated: Dec 01, 2023 by Oleksandra Kravets
3 min read

Since version 2.5.35-AC Smart Checklist for Cloud Jira supports visibility of Smart Checklist on the Customer Portal in view mode only 🙌🏻

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:

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:

 

How to Enable/Disable the feature in Project Settings

Project Settings overrides the Global Settings. Once Project Settings manually changed it will keep it states regardless of enabling/disabling in the Global 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.

Agent portal view:

 

Customer portal view:

 

 

☝🏼 NOTE: Custom permissions are not supported for the Smart Checklist on the customer portal. Users will see the error message if Custom Permissions are enabled on your instance.

 

Hope everything works for you!