Display a field in customer portal view only after work item has been created

[Céline - Maestrel]

Hi,

I am using JSM and I am looking for a way to achieve the following.

- I have a form attached to a Request Type. In this form, I include the "Description" field as I need to have it after various questions organized in a form.
- I don't wish to display the form in the customer portal view, once it has been sumbitted. I have added an automation rule, which change it to "Internal" once submitted. All good for this.
- I would like to show the "Description" in the customer portal view. Since it is in my form, it isn't visible to the Customer.

I was thinking of creating a new Custom Field (for example, "Message") and have an automation rule so the value of that new "Message" field is the content of the "Description" field. I have this automation rule working, as I tested with "Message" in the Jira work item view (not on customer portal view).

However, I am stuck with the following:

If I add the "Message" field to the Request type, but make it "hidden" (as I don't need the customer to view it when submitting a request), can I use an automation rule to make it visible in the Customer portal view of the request?

Or, do you have another way to show a field in the Customer Portal view only after the work item has been created?

Thank you!

Céline

[Mikael Sandberg]

The way I solved it at my previous job was to add a form that was linked to the massage field that we wanted the user to see from the portal. The reason we used a form is because you are limited to what Jira fields you can display, and they will be hidden at the top after the request is submitted so the user would have to go back and click on show more details every time. If you use a form it will always be shown. 

Every time an update was done the field we wanted to be shown on the portal I had an automation that re-submitted the form, that way the form will get the data from the Jira field.

[Céline - Maestrel]

Thank you, but my question is different. I already use a form, to be able to organize my request type questions as I need. I don't wish to display the form once it has been submitted, as part of it has sensitive information and is only needed internally. Since I can not attach multiple forms to a request type, I can't have it in two forms (one that I will make internal after submission and the other that will remain external). This is not an option due to the limitation of JSM not allowing various forms to be attached to a Request type.

As explained, I'd like to display the "Description" content in the Customer view, as it will be the main message of the customer, and the start of the conversation. This "Description" field is in the attached  form, so I can include it where I need it, and not before the attached form (as it would be if I take it out of the attached form and include it in the request form).

I am trying to tackle this by adding a field in the request type form that is "Hidden". And then, make it visible. This is where I am stuck!

[Mikael Sandberg]

You can have multiple forms on a work item. Do you have a reference that says that this is not possible?

You would need to use an app if you want to use custom fields to display information on the portal as other people have suggested.

[Kate Pawlak _Appsvio_]

Hi @Céline - Maestrel ,

If you're looking for the most integrated with Jira solution, I recommend you to try our app: Feature Bundle for Jira Service Management. One of the feature is possibility to create panels with fields' values. These fields doesn't have to be added to the request form. So, for example, you have got Message field which is added in our panel and content of this field is available on the request details view for your customer. This field is not available during request creation, so it doesn't confuse your customer. Of course, you can display more fields than Message, even Linked issues, Subtasks or SLA.

[Bogna Krystian_Deviniti_]

Maybe make the "Message" field optional and visible in the request type and use automation to ensure it's empty when submitted. After submission, the value will be copied in, and it will be visible to the customer in the request view. I'm also leaving a link to a Marketplace add-on (developed by the company I work for), Extension for JSM . Instead of using "Hidden", you can use dynamic display of individual fields here by adding conditions (e.g., field conditions to display a field only if another one is filled).

[Marc - Devoteam]

Hi @Céline - Maestrel 

@Mikael Sandberg suggestion is valid.

I do see your issue, bit I don't think this is feasible.

I checked out the API and it doesn't provide any options as well.

Other option would be looking at 3rd party apps.

Or,

another way that you can do this (without add-on) is by automation rule which adds a public comments to the issue.

You already know that the comment will be visible to the customers via the portal UI.