Getting started with Portal Insight

You need the Jira Administer Jira global permission and at least one Jira Service Management space.

1. Install

1. In Jira, open Settings → Apps → Explore more apps.
2. Search for Portal Insight and select Try it free (or Buy now).
3. Approve the permissions. Portal Insight asks only to read requests, read issue fields and store its configuration.

2. Configure a service desk

1. Open Settings → Apps → Portal Insight.
2. Read the yellow notice: everything you enable is visible to every person who can view a request of that service desk on the portal.
3. Choose the Service desk.
4. Decide whether to Show the assignee's name.
5. Choose up to 20 Fields shown to customers, in the order customers should see them. Fields marked "(SLA)" are shown as a status and the time remaining. Comments, attachments, worklogs, watchers and votes cannot be added.
6. Choose how Linked requests appear. Start with "Only requests the customer can open".
7. Select Save. Repeat for other service desks; each has its own settings.

3. Check the result

1. Open the customer portal and any request of that service desk, for example as a test customer.
2. A Request details panel appears next to the request with what you enabled. Agents see the same panel when they open the portal view.

Good to know

• Nothing changes until you save. Service desks you did not configure show no panel content. In version 1.0 the portal still shows the empty "Request details" heading on those desks; hiding it is planned.
• Fields that reveal other issues (parent, sub-tasks) and the panel's own sections (assignee, links, comments, attachments, worklogs, watchers, votes) cannot be selected as fields.
• SLA fields must be visible to the app. If an SLA shows nothing, check that the SLA exists for that request type and has started.
• Field values are shown as plain text: rich text loses formatting, people fields show the display name only, select lists show the option.
• Turning it off: clear the assignee option, remove all fields and set linked requests to "Do not show", then save.
• Uninstalling removes the configuration. No other data is stored.