How to hide custom field only to customer in issue view but not for agents

[Sachin Guttala]

we have some custom fields, we need to hide it from customers but visible to agents in issue view screen.

[Vignesh Jayagopal]

Hi @Sachin Guttala  You can achieve this in the Request type configurations.

• Navigate to your JSM project settings.
• Under Request Types, Select the request type you want to update, remove the custom field from the Request Form so customers can't see it.
• Keep it in the Issue View to ensure agents can access it.

[John Funk]

Hi Sachin,

Not sure I completely follow the scenario, but Customers will only see fields that are included in the form used on the portal (Request Type form built in or the Advanced "ProForma" form). The screens used by Agents are not seen by Customers in the portal. 

All of this is assuming you have granted Customers direct access to the project outside of the Portal only view.