Show product entitlement details on work items
With the introduction of Service Collection in October 2025, customer service features are no longer available in Jira Service Management on new sites. These features have been moved to our new app, Customer Service Management – included in Service Collection.
You can show your customers' entitlement details on work items to give agents additional context when working on support requests.
The details shown are based on the entitlement detail fields you've created and chosen to show on the work item view.
You must be a Jira admin to add entitlement detail fields to work items.
Select the detail fields you want to appear on work items by enabling the toggles under Show on work item view.
Add the Entitlement field to your request types. Read how to add fields to request types.
If you add the field to the request form, customers will be able to choose from a list of products they have entitlements to when raising a request. If the Entitlement field is a required field in the request form, customers without entitlements won't be able to submit the form as they won’t be presented with any options for the field.
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