Is it possible to display a field in the customer portal but hide that field in Jira Service

[Iana]

A customer has asked me to include a field in the portal request form that they use to keep track of raised issues. This field has no relevance for me, so I would like for it to be hidden in the Jira Service ticket generated.
Is there any way to do this?

Thanks in advance.

[Fabian Lim · Accepted solution]

Hi @Iana

You can try using the field configuration scheme and hide this specific field, but I'm afraid that it will also make it disappear in the portal. Link: https://support.atlassian.com/jira-cloud-administration/docs/manage-issue-field-configurations/

The other option is to use powerscripts which is a plugin that you will have to purchase and requires scripting and run this. Link: https://confluence.cprime.io/plugins/servlet/mobile?contentId=6558174#content/view/6558174

That being said, I recommend you let it go, it's just one field and the customer will be happy that it's there.

I hope this helps.

[Iana]

Thanks for your suggestions @Fabian Lim . I was afraid that would be the case. 

[Ivan Lima]

@Iana, I'm curious. If it's relevant to your customers, why wouldn't that be for you? How is your user planning to keep track of that field? Who would be maintaining it?

[Iana]

@Ivan Lima My customer is a reseller of our product. They will be creating tickets for themselves and their own customers. They have their own portal for raising tickets and they want to be able to link the tickets raised in own portal with the ones raised in their portal.