Issue Summary

Currently, field visibility on the JSM Customer Portal is static — fields are either always visible or always hidden to customers. There is no way to dynamically show or hide a field based on the issue's current workflow status.

Use Case:

As a JSM administrator, I want to display specific fields on the customer portal only after the issue transitions to a certain workflow status, so that customers see relevant information (e.g., resolution details, approval outcomes, scheduled dates) only when it becomes applicable — rather than showing empty or irrelevant fields from the start.

Expected Results

Provide an option in Request Type configuration (or via workflow post-function) to define field visibility rules based on workflow status, e.g.:

• Show field X on portal only when status = Y

• Hide field X on portal when status = Z

Workaround

• Third-party Marketplace apps 

• • Extension for Jira Service Management

• • ScriptRunner for Jira (by Adaptavist)