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The customerServiceManagement:requestDetail module adds a panel to the request details screen of a Customer Service Management support site. The content of the module is shown below the Conversation history section on the request details page.

This module can be used in Customer Service Management.

Example of a CSM Request Detail

Properties

Property	Type	Required	Description
`key`	`string`	Yes	A key for the module, which other modules can refer to. Must be unique within the manifest. Regex: `^[a-zA-Z0-9_-]+$`
`resource`	`string`	If using Custom UI or modern versions of UI Kit	The key of a static `resources` entry that your module will display. See resources for more details.
`render`	`'native'`	If using modern versions of UI Kit	Indicates the module uses UI Kit.
`resolver`	`{ function: string }` or `{ endpoint: string }`		Set the `function` property if you are using a hosted `function` module for your resolver. Set the `endpoint` property if you are using Forge Remote to integrate with a remote back end.
`viewportSize`	`'small'`, `'medium'`, `'large'` or `'xlarge'`		The display size of `resource`. Can only be set if the module is using the `resource` property. Remove this property to enable automatic resizing of the module.
`title`	`string` or `i18n object`	Yes	The title of the request detail panel, which is displayed above the panel. The `i18n object` allows for translation. See i18n object.
`unlicensedAccess`	List<string>		An array of unlicensed user types that can interact with the module. Supported values are `customer` and `unlicensed`. Anonymous access is not supported.
`displayConditions`	`object`		The object that defines whether or not a module is displayed in the UI of the app. See display conditions.

i18n object

Key	Type	Required	Description
`i18n`	`string`	Yes	A key referencing a translated string in the translation files. For more details, see Translations.

Extension context

UI Kit and Custom UI

Use the useProductContext hook to access the extension context in UI Kit or getContext bridge method in Custom UI.

Property	Type	Description
`type`	`string`	The type of the module.
`request.key`	`string`	The key of the request where the module is rendered.
`helpCenter.id`	`string`	The id of the support site where the module is rendered.
`location`	`string`	The full URL of the host page where this module is displayed.

Unlicensed access

This module is currently in EAP. The behavior of unlicensed access is documented here as it has been verified for this module during EAP. The semantics may change before general availability.

By default, this module is only visible to licensed Jira users. To make the module available to other user types on a Customer Service Management support site, opt in using the unlicensedAccess property in the manifest.yml file.

Supported user types

The customerServiceManagement:requestDetail module supports the following user types in unlicensedAccess:

User type	Description
`customer`	A user who is a member of the CSM Customers group (helpseeker) on the site. These users access the support site as helpseekers to submit and view their own requests, and do not have agent or admin access to CSM spaces. They are added to the CSM Customers group when they interact with the support site.
`unlicensed`	A user who is logged in to their Atlassian account and has a Customer Service Management product license with the Customer role (as opposed to the User/agent role). These are CSM customers who sign in using an Atlassian account with the `customer` role.

The anonymous user type is not supported by this module. Anonymous users cannot reach the request detail page in a Customer Service Management support site, so anonymous access is not applicable.

Users who have a Jira Service Management license but no Customer Service Management license cannot access the CSM support site request detail page, and therefore never see this module regardless of the unlicensedAccess configuration.

How to opt in

To allow unlicensed users to see the module, add the unlicensedAccess property to the module declaration in your manifest.yml. The property expects an array of user types.

1
2
modules:
  customerServiceManagement:requestDetail:
    - key: hello-world-panel
      resource: main
      resolver:
        function: resolver
      title: My request panel
      unlicensedAccess:
        - customer
        - unlicensed

App visibility by configuration and user type

The following table shows whether the module is visible for each combination of unlicensedAccess value and user type. This reflects behavior verified during EAP.

User type	`unlicensedAccess` not declared	`unlicensedAccess: []`	`unlicensedAccess: [customer]`	`unlicensedAccess: [unlicensed]`	`unlicensedAccess: [customer, unlicensed]`
CSM licensed user (agent or admin with access to the request)	Yes	Yes	Yes	Yes	Yes
`customer` (member of the CSM Customers group / helpseeker)	No	No	Yes	No	Yes
`unlicensed` (CSM product license with Customer role in User Management)	No	No	No	Yes	Yes
JSM-only user (agent or customer with no CSM license)	N/A — cannot access the CSM support site request detail page

In summary:

When unlicensedAccess is omitted or set to an empty array, the module is hidden from all non-agent user types and only CSM licensed agents and admins see it.
Each user type listed in unlicensedAccess is allowed independently. Unlisted types remain hidden.
CSM licensed agents and admins with permission to view the request always see the module, regardless of the unlicensedAccess value.
Users who only have a JSM license cannot access the CSM support site request detail page at all, so unlicensedAccess does not apply to them.

Caching

Atlassian apps may cache invocation responses for up to five minutes, so wait five minutes before attempting to validate an opt-in change using the app's user interface.

Authenticated Atlassian app API calls

Unlicensed users won't be able to make asUser API calls because the user is unauthorized and won't have full access to the Jira Service Management project. However, apps with the necessary permissions will be able to make asApp API calls.

Authenticated Atlassian app API calls	Unlicensed access
`asUser`	Not allowed
`asApp`	Allowed