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  1. Jira Service Management Data Center
  2. JSDSERVER-1107

Read-only fields on Customer Portal (only editable by Agents, but still displayed to customers)

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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

      Atlassian Update – 2 June 2021

      Hi everyone,

      Thank you for your interest in this suggestion.

      We have identified that this is a duplicate of 'Add fields (view only) in Customer Portal JSDSERVER-4328'. We are actively reviewing this suggestion and will continue to track interest on the other ticket. Please watch JSDSERVER-4328 for future updates.

      Kind regards,

      Charlie

      Jira Service Management, Server & Data Center

      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.

          Form Name

            [JSDSERVER-1107] Read-only fields on Customer Portal (only editable by Agents, but still displayed to customers)

            +1. This would allow us to get several of our customer workflows off of paper and into our customer portal.  

            Kelsey Amar added a comment - +1. This would allow us to get several of our customer workflows off of paper and into our customer portal.  

            What is the "App Extentions for Jira Service Desk" that you speak of?  I don't see that as an add-on.  Thank you.

            Allie Stewart added a comment - What is the "App Extentions for Jira Service Desk" that you speak of?  I don't see that as an add-on.  Thank you.

            Atlassian Update – 2 June 2021

            Hi everyone,

            Thank you for your interest in this suggestion.

            We have identified that this is a duplicate of 'Add fields (view only) in Customer Portal JSDSERVER-4328'. We are actively reviewing this suggestion and will continue to track interest on the other ticket. Please watch JSDSERVER-4328 for future updates.

            Kind regards,

            Charlie

            Jira Service Management, Server & Data Center

            Charlie Marriott added a comment - Atlassian Update – 2 June 2021 Hi everyone, Thank you for your interest in this suggestion. We have identified that this is a duplicate of 'Add fields (view only) in Customer Portal JSDSERVER-4328 '. We are actively reviewing this suggestion and will continue to track interest on the other ticket. Please watch JSDSERVER-4328 for future updates. Kind regards, Charlie Jira Service Management, Server & Data Center

            6 years, 328 votes – no action by Atlassian…  Great.

            Michal Blazejczyk added a comment - 6 years, 328 votes – no action by Atlassian…  Great.

            Hi @Derek,

             

            With Scriptrunner plugin, you can add Behaviour settings,

            Select field to be displayed in portal (for us, CONTRIBUTOR), project role, workflow and then map it to the project name.

            Sharda Gupta added a comment - Hi @Derek,   With Scriptrunner plugin, you can add Behaviour settings, Select field to be displayed in portal (for us, CONTRIBUTOR), project role, workflow and then map it to the project name.

            Derek Rone added a comment -

            @Bernhard - You were able to use Behaviours on the Jira Service Desk Portal?  I would be very interested to know how you accomplished this.  Thank you.

            Derek Rone added a comment - @Bernhard - You were able to use Behaviours on the Jira Service Desk Portal?  I would be very interested to know how you accomplished this.  Thank you.

            I solved this with Behaviours (by Scriptrunner).

            Brüse, Bernhard added a comment - I solved this with Behaviours (by Scriptrunner).

            Hi,

            we solved that Issue by using the App Extensions for Jira Service Desk.

            Add the Field as a non required custom field, but hide it via the visibility feature. 

            Result: It does not show up the form, but on the Issue overview and in the notifications (for approvals)

            Best regards,
            Alex

            Alexander Auer added a comment - Hi, we solved that Issue by using the App Extensions for Jira Service Desk. Add the Field as a non required custom field, but hide it via the visibility feature.  Result : It does not show up the form, but on the Issue overview and in the notifications (for approvals) Best regards, Alex

            Can we please receive an update on this request? Is there a workaround in any manner? This function is essential; otherwise, we are very limited by what information we can show a user/ticket creator unless there's some other non-obvious workaround.

            Nate Prescott added a comment - Can we please receive an update on this request? Is there a workaround in any manner? This function is essential; otherwise, we are very limited by what information we can show a user/ticket creator unless there's some other non-obvious workaround.

            Admin key4 added a comment -

            +1 This would be useful to my organization as well. Thank you to accept to add this new feature.

            Admin key4 added a comment - +1  This would be useful to my organization as well. Thank you to accept to add this new feature.

              Unassigned Unassigned
              azuhra Aqqiela
              Votes:
              362 Vote for this issue
              Watchers:
              185 Start watching this issue

                Created:
                Updated:
                Resolved: