Read only multi-select field for agents?

[Sue Lund]

We have a multi-select field that we use to fill in a default value when a customer submits a Support ticket.

We do not want agents to be able to edit this field. Is there a way we can make it a read only field, or just hide it from agents?

We've already created a separate read only field and have the data filling into that field, but the original multi-select field is still there, so agents are using it.  We've already instructed them not to, but sometimes people forget.

Without purchasing an add on, does anyone know of a way to do this?

[Joseph Chung Yin · Accepted solution]

@Sue Lund -

Hi Sue:

So should admins be able to update the field once it is populated by your customers?  If NO, then it is straightforward to implement your ask -

1) Remove the field in your project's ISSUE EDIT screen, and just leave the field available for Issue Creation and Issue View Screen.

NOTE- If you didn't have separate screens handling Issue Create, Issue Edit, and Issue View operations, then you need to create separate screens first to support the different issue operations.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Sue Lund]

It was on there, but when I removed it from the view/edit screen, it disappeared from the create screen, too.  If I added it back to the create screen, it got added back into the view/edit screen.

[Joseph Chung Yin]

Need further clarification -

So you have screens defined separately for all issue operations (Create Issue, Edit Issue, and View Issue) for the issue type in your JSM project?

NOTE - The screen definition is different than the Request Form.

Best, Joseph

[Sue Lund]

We have created a couple new issue types and maybe we have to make sure they have their own screens defined.  I am checking into that.  Thank you.

[Joseph Chung Yin]

Yes, you will need to check to ensure those new issue types that if they have their own custom screen schemes defined.  If so, then you need to ensure that each issue type have different screens defined to handle the three issue operations.

This is assuming that the field in question is used by all issue types in your JSM project to support your different Request Type Form(s) implementation.

Best, Joseph

[Sue Lund]

Thank you.  It appears that was the issue, so we created new screen schemes and are now able to hide the field from view/edit and still use it on the request form.

We have to add one more screen scheme for another custom issue type, but we have to do that during off hours, so we'll monitor and make sure everything works, as needed.

[Joseph Chung Yin]

@Sue Lund -

Great, I am glad my recommendations resolved your issue.  Please click on the "Accept Answer" button when you have a chance.  This will provide a way for others (who raise similar questions) to find the recommendation easier.

Best, Joseph

[Sue Lund]

Though I wish it were easier to accomplish something like this, we were able to figure it out and got things working as intended.  We hid the editable field (which can still be used in an issue transition screen we created) and displayed the read only field.

Thank you, so much, for your guidance.