Hide fields from customers

[Giorgos Savva]

Hello team,

I was wondering

1. How can I hide the "Request Participant" field from Service desk customers?
2. How can I revoke the customer's permission of resolving issues?

Thank you in advance

[Flavien Gache · Accepted solution]

Hi Giorgos.

1. You can hide it quite easily, let's see ;) You go to project settings, request types, you click on the form you want to hide a field from and you click on the "Request form" tab on the top of the page.

Each field will be displayed. You can hide whatever you want with the Hide option on the right of each field. You will however need to set a default value for this hidden field. Also and maybe better in your case, you can just remove this field from this form because your client don't need it (use the remove button instead). It will not disappear from your agent view.

2. You need to make a slight change in your workflow. Go on the workflow of your project. Click on the transition Resolve and uncheck the box "Show transition in the customer portal". Your client won't be able to resolve himself/herself the status.

Let me know if it helped you. :)

[Giorgos Savva]

Flavien thank you very much for your prompt response!

1. Following the procedure that you explained, I was able to deactivate it from "request form" but I could not find a way to hide it from Created Issue View. Is there a way to do that?

[Flavien Gache]

So to be clear, you want to hide it for agents and for customers, whenever an issue is created ?

If you want to get rid of it completely, you may want to creat a field configuration and a field configuration scheme to hide it completely from all forms. I answered a similar request here if it helps you.

Could you provide us with the view you want to delete this field from please ? This would be great :)

[Giorgos Savva]

If  I am an agent, and I add a Jira user as a participant, then customer can see that participant in the indicated field. I am not sure if there is a way to hide it :) Thank you!

[Flavien Gache]

I think that is impossible to completely remove this option. But, if you do not use the Organizations option in Jira, you can go to Project settings > Customer permissions, then select"Other customers in their organization. This option only allows them to search for customers in their organization"

That may disable the option for the customer, however the agents will continue seeing it i think.

Tell me if it worked. :)

And if that is good for you, don't forget to accept my answer to improve related searches for future users.

[Giorgos Savva]

Thank you very much for your time Flavien :) Yes this kind of solved my issue!

[Ricardo Martinez]

Hi @Flavien Gache 

I want to do something similar.

I want a Custom field to be hidden in the Request Form in the portal but visible in the "Create" issue screen.

Right now, if I remove it in the Request Form, I dont see it in the Create Issue neither.

On the field in request form I cant see a "Hide" option.

Thanks in advance

[Flavien Gache]

Hi Ricardo.
I had some troubles because of the new view but your need is achievable.

1 - Make sure the custom field is on the create issue screen.

2 - Click on Create, select adequate project and issue type.

3 - Click on "..." in the right hand corner, click "Show fields", select the field you want to add to your create issue screen. The field should be present only when you hit the create button, not when you create a form via portal.

Tell me if it helped.