Agents to fill out fields on Request Form, but Customer should not see those fields in portal

[Joseph]

I have some fields that I want Agents to fill out when they raise requests on behalf of a customer, but I do not want the customers to see those fields when they visit the portal.

Currently, whatever is in the request or in the attached form is visible to the customer.

Thank you

[Christopher Yen]

Hi @Joseph 

Welcome to the community.

If your agents are filling out the requests via Jira and not the portal then putting the fields on the issue view (or work item view now) only and not on the request form should prevent customers from seeing those fields in the portal.

If you need the fields on the request form then I would look at configuring work item security schemes.

But I think differentiating the request form vs issue view is the easier and better option

[Joseph]

@Christopher Yen Thanks for your answer.
The agents are creating the work item through the portal.
Since we want them to fill out a form upon creation of the work item.