Hide field from customer in service request form

[Wong Zhao Cai]

I am trying to create a service request form, which certain fields need to be hide from customer when they are filling the request form and show it to customer after service desk took action/ edited those field....

those fields are like resolution/ issue category which should be filled in by service desk and thus trying to hide it when customer fill the request from.

May I know if this is something doable?

[Wong Zhao Cai · Accepted solution]

Ok so i have figured it out.... we can use screen to control this.

just remove those fields from "create screen" and show them in "view screen" and "edit screen".

by doing this, when customer create a form (they are in create screen), they wont see those fields. service desk are able to edit it and fill up something. when those fields filled up, customer able to view them.

[Элина]

Hi!

I experience the same problem as you and your solution seems just what I need. Unfortunately I am not experienced enough in JSM to understand, how to get to those particular setting, where you can change fileds for "create screen", "view screen" and "edit screen". I would very much appreciate it if you could provide a guide. Hope to hear from you and thank you in advance!

[Wong Zhao Cai]

Hello!

Under project setting, there's an option of screen, click on it, and you will be able to choose which scheme & screen to edit

1. click on screen under project setting

2. choose the screen scheme that you want to edit

3. click on the "create issue" or "edit issue" or "view issue" to add/ remove fields

[Элина]

Thank you so much!

I doubt that I could have figured it out without your help. I appreciate it greatly!

[Wong Zhao Cai]

you are very welcome!

[Enrique Gómez]

Hi @Wong Zhao Cai 

I tried what you explained before: I created a separate screen for the "Create Issue" form and removed the fields that I want to hide from my customers when they fill out the request for the first time.

However, when I go to Request Types > Request Form and add those fields back, they are automatically added to the screen again, making them visible in the customer view and requiring them to be filled out.

I don't know how to solve this. Basically, I want to show only 4 fields in the customer portal, but only after they have created the request. Is there any way to achieve this without using any add-ons?

I would really appreciate your feedback.

Regards

[Wong Zhao Cai]

alternatively.... is there a way to control service request form by Workstage/ status?

[Armitha Reddy Toorpu Ceema]

Hey Wong

To prevent customers from seeing specific fields, we can hide them from the customer portal.

Please take the following actions to do this:

Upon opening the selected project, select "Project Settings."
Select the appropriate request type by going to "Request Types" in the menu.
You can add the required fields to the request type after you've opened it.
Access the individual field you want to conceal, then choose "Hidden" from the list of portal view options. Remember to save your modifications!