How to hide Priority field in Jira Service Desk Customer Portal

[Amir Katz (Outseer)]

Priority is a system field. I want the Service Desk Agents to view & modify it.

However, I want to hide it in the Customer Portal because it's internal to the Agents only.

When editing fields in any request type, it's not possible to hide it.

Any idea?

[Amir Katz (Outseer) · Accepted solution]

Thanks to@Gezim Shehu [Communardo] for pointing the direction.

Here is the complete solution:

In my project, I have two issue types, Incident and Service Request. Each one is associated with its own Field Configuration Scheme. Multiple request types are mapped to each issue type.

In each field configuration scheme, choose Configure, find the Priority field, make it Optional.

Now, in all the request types that are mapped to the modified issue type, in the Edit Fields screen, the Priority field is now gone.

[Amir Katz (Outseer)]

Note that in order to display the Priority field, it must be added to the Create screen of the issue type and then manually added into the request type fields.

[Gezim Shehu [Communardo]]

I see.. field was configured as mandatory :).

Glad to help

[Sylvain Leduc]

Hi,

I just tried this :

- Priority is optional in the Field Config Scheme in my environment (JSD)

- and removed from all the screens of the issue type

- also a behavior has set it as hidden (initialiser + as a server side script)

But Priority is still visible in the view mode ticket for the customer and also in agent view.

So strange I dont get it.

[Sylvain Leduc]

I understand it is a system field so cannot be empty or still visible in view mode, but not possible to remove it from the customer portal view ?

[Gezim Shehu [Communardo]]

Fields (system or not) are configured using screens.

Service Desk Project will use the screens configured as normally by the screen scheme assigned to that project.

BUT customer portal items have a different configuration.

Go to Project Settings -> Request Types -> select Edit Fields

https://jira_url/servicedesk/admin/project key/request-types/request-type/18

From here, priority field can certainly be removed. (Not hidden)