Problem Definition

in JIRA Service Desk, the fields need to be added to the request type in order to be shown on the request/issue view page in the customer portal. And it also means that it will appear on issue creation screen, and make it editable by the customers.

For example, I'd like to show the due date of a request to customers, but only Agents should be able to set it.

Suggested Solution

Add an option to allow the field to be editable by the customer or not. If the field is editable, it should appear in the Create Request screen – otherwise, it would be read-only.