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Atlassian Marketplace · Forge · Jira Service Management · Free

Show customers the sub-tasks behind their request.

Jira Service Management keeps sub-tasks off the customer portal, so customers see one status and keep asking "where is my request up to?". Portal Sub-tasks adds a Sub-tasks panel to the portal request page - summary and status for each piece of work, with internal work kept internal.

Sub-tasks

2 of 4 done

Order replacement laptopDue 14/11/2026Done
Image laptop with standard buildDue 18/11/2026Done
Migrate user dataDue 20/11/2026In progress
Deliver and collect old deviceDue 21/11/2026To do

↑ What the customer sees on their request page in the portal.

Set it up in two minutes → See how it works

How it works

A Jira administrator switches the panel on per service project. Customers need to do nothing.

Set it up

Done once per service project by a Jira administrator.

  1. Install Portal Sub-tasks from the Atlassian Marketplace.

    Choose your Jira Cloud site and approve the permissions. It installs through Atlassian Forge - no separate download.

  2. Open Settings > Apps > Manage apps > Portal Sub-tasks.

    You need the Administer Jira global permission.

  3. Pick a service project and switch the portal panel on.

    Every project starts switched off, so nothing changes until you decide.

  4. Choose what customers see.

    Summary and status are always shown. Optionally add due date, percent done and the sub-task key.

  5. Set your internal label and, optionally, status comments.

    Sub-tasks labelled internal (or your own label) stay hidden. Comments are off by default. Select Save.

Use it

Agents work as usual; customers see progress.

  1. Agents add sub-tasks to a request as usual.

    From the work item view, add child work items. Label any that customers should not see.

  2. The customer opens the request on the portal.

    A Sub-tasks panel shows "x of y done" and one line per sub-task with its status.

  3. Agents move sub-tasks through the workflow.

    The portal shows the new status the next time the customer loads the page.

  4. Optional: customers get a public comment.

    On every status change or only when a sub-task is done, in your own wording. Your normal notification rules email the customer.

Full step-by-step guide: documentation. Need help? Contact support.

What you get

  • Sub-tasks on the portal

    One line per sub-task with its summary and a status lozenge coloured by category, plus an "x of y done" summary.

  • Your choice of detail

    Per project, add the due date (DD/MM/YYYY), percent done from time tracking, or the sub-task key.

  • Internal work stays internal

    Label a sub-task internal and customers never see it - and it never triggers a comment.

  • Optional progress comments

    Add a public comment when a sub-task moves on, or only when it is done, from a template such as {subtask} moved to {status}.

Secure by design

  • Only their own requests

    Customers see sub-tasks only on requests they can already open on the portal - never anyone else's.

  • Only the fields you allow

    Summary, status and the optional fields above. Descriptions, comments, attachments and people fields are never shown.

  • Nothing leaves Atlassian

    Runs on Atlassian Forge with no external network calls, analytics or third parties.

  • Minimal storage

    Stores only your per-project settings, inside your Atlassian site. Removed when you uninstall.

Frequently asked questions

Can Jira Service Management show sub-tasks on the customer portal?

Not natively - sub-tasks are hidden from the portal (Atlassian feature request JSDCLOUD-1422). Portal Sub-tasks adds a Sub-tasks panel to the portal request page so customers can see each sub-task's summary and status.

What can customers see?

Only the sub-task summary and status, plus the due date, percent done and key if you switch those on. Descriptions, comments, attachments, assignees and other people fields are never shown.

Can I keep some sub-tasks internal?

Yes. Any sub-task carrying your internal label (default internal) is never shown on the portal and never triggers a comment.

Who can see the panel?

Only people who can already open the request on the portal - the reporter, people it was raised for and request participants - and only in service projects an administrator has switched on.

Are customers notified when a sub-task changes?

Optionally. You can add a public comment to the request on every sub-task status change or only when a sub-task is done, using your own wording. Customers are then emailed by your normal notification rules.

Is Portal Sub-tasks free?

Yes. Portal Sub-tasks for Jira Service Management is free on the Atlassian Marketplace.

Does any data leave Atlassian?

No. The app runs on Atlassian Forge, makes no external network calls and stores only your per-project settings inside your Atlassian site.