July 1, 2026
Introducing JSM Portal Extras
JSM Portal Extras adds the assigned agent, a sharing policy notice, and linked issues to the Jira Service Management Customer Portal — three things Jira doesn't show customers by default.
If you run a Jira Service Management help desk, you’ve probably heard some version of “is anyone even looking at this?” from a customer whose request has sat quietly for a day. Jira knows the answer — an agent is usually already assigned — but the Customer Portal never says so. It also stays silent on whether a request is meant to be private, and never mentions that the ticket a customer just filed is a duplicate of one already in progress.
JSM Portal Extras closes those three gaps directly on the Portal, without touching how your service desk already works.
What it adds
Assignee. A panel on every request showing the agent currently assigned — name and avatar, exactly as it appears inside Jira. When the assignment changes, so does the panel.
Sharing policy. JSM lets any requester share a request with other people by default, which is fine for most tickets but not for HR or compliance-sensitive ones. An admin can flag a request type as restricted; customers then see a clear “Sharing is restricted” notice instead of “Sharing is allowed.” Jira’s platform doesn’t give apps a way to disable the native Share button itself, so the app enforces the policy after the fact: the moment someone shares a restricted request anyway, it detects the new participant and removes them again — typically within seconds. That’s a real reduction in exposure, not a guarantee — Jira still fires its own “you’ve been added” email, naming the request, before any revert can run.
Linked issues. A panel below the request’s Activity feed listing anything linked to it — duplicates, related tickets, blockers — the same links agents already see inside Jira. It reads those links using the requesting customer’s own permissions, so a link the customer couldn’t already see in Jira never shows up on the Portal either.
All three are configured per request type, not globally, so a restricted-sharing HR request type and a wide-open IT request type can live on the same service desk with different rules.
How to get started
1. Install JSM Portal Extras from the Atlassian Marketplace onto a Jira Cloud site with JSM enabled.
2. Open the app. In Jira: Settings → Apps → Manage apps → JSM Portal Extras. The app’s row shows two buttons — Get started and Configure — rather than an entry in the admin sidebar.
3. Set toggles per request type. Open Configure, pick a service desk, and flip the three switches per request type: Show assignee, Show linked issues (both on by default), and Sharing restricted (off by default). Changes apply immediately — no redeploy, no reinstall.
That’s it — the panels show up on the Customer Portal for whichever request types you’ve enabled them on.
Why it doesn’t do more than this
An earlier prototype also tried surfacing linked Assets objects on the Portal. It turned out Jira already does this natively — an Assets-type custom field, once added to a request type’s Fields configuration, shows its linked object’s value to the customer without any app at all. Rather than ship a feature that duplicates something Jira already does, we cut it. JSM Portal Extras only adds what the Portal is genuinely missing.
Who it’s for
Any team running a JSM Customer Portal that wants customers to feel informed instead of guessing — IT and internal help desks tired of “any update?” comments, teams with shared or rotating queues where nobody outside the team knows who picked up a ticket, and HR or compliance desks that need a visible signal (and some real enforcement) around which requests shouldn’t be forwarded.