Prepare Your Service Space

Set up the portal, request types, and customer permissions so the widget behaves the way you expect.

The widget shows what your service space already offers. Its only setting is the service space for each site, so the quality of the experience depends on how you set up Jira Service Management (JSM). You set things up once, in JSM, and the widget follows.

Before You Begin

• You are an administrator of the service space. You need that role to change customer permissions, request types, and request forms.

Check Your Customer Permissions

How your portal handles new customers decides whether visitors can send a request without an account.

• If your portal lets anyone create an account, a visitor can send a request by giving an email address, and Jira creates a customer record for them.

• If only invited customers can use your portal, Jira refuses a request from an unknown email address. The visitor sees the message Jira returns.

Decide which of the two you want before you connect a site. Then test with an email address that does not belong to an existing customer.

Tidy the Request Types

In JSM: Space settings > Request types

The widget shows the request types of the chosen service space, in the groups and order your portal defines. A visitor picks a group, then a request type.

• Give each request type a clear name and a short description. The widget shows both on the card the visitor clicks, together with the request type's icon.

• Put request types into groups that make sense to your visitors. The widget hides a group with no request types.

• Keep instructions on the request type short. They appear above the form.

Check the Fields on Each Form

In JSM: Space settings > Request types > select a request type > Request form

The widget shows the fields of each form with their labels and help text:

• Fields you mark as required are required in the widget too.

• If the form has an attachment field, visitors can attach files of up to 3.5 MB each to their new request.

• Forms you attach to a request type under Forms appear in the widget as well.

Most JSM field types work in the widget. A few do not, and if one of them is required, it blocks the request.

1. Open each request type you plan to offer.

2. Look for the field types the widget does not support: fields linked to Assets objects, and user, time and file upload questions on JSM forms.

3. Make each unsupported field optional, or remove it from the form, so visitors do not have to finish the request in the portal.

Show Status Changes to Customers

In JSM: Space settings > Workflows > edit the workflow > select a transition > Show transition on the customer portal

Customers can change the status of a request in the widget, for example to resolve or cancel it. The widget offers the same transitions as your portal:

• Every transition you show on the customer portal appears in the widget, with the name you gave it. Name these transitions so that customers understand them.

• Workflow conditions still apply, so a transition that a customer cannot use in the portal does not appear in the widget either.

• A request with no customer transitions shows no status actions.

Choose How Customers Share Requests

In JSM: Space settings > Access > Customer permissions > Allow customers to share requests with other participants and organizations

When sharing is off, customers can see who is on a request in the widget, but cannot add anyone.

When sharing is on, the option you choose under Sharing requests with participants decides what customers can do in the widget:

Customers can remove people from a request wherever JSM allows it in your portal. The person who raised the request always stays on it.

People are added only if they are already customers of your service space. To let a customer add someone new, add that person as a customer in JSM first.

Know What Stays in the Portal

A few things are only available in the JSM portal:

• Approvals. The widget does not show them, so customers cannot approve or decline a request there.

To open any request in the portal, customers click its key at the top of the request in the widget.

A Note on Language

The widget interface is in English. Everything that comes from Jira, including request type names, field labels, status names, and your agents' replies, appears in the language of your service space. Plan for that mix if your customers are not English-speaking.

Related Articles

• Connect a Scroll Site

• Manage Connected Sites

• Manage Requests

• Administration

Last updated: October 14, 2026