+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.

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.

@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.

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.

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

This would be incredibly useful to my organization. Thank you.

I totally agree, this should be to our own choice, it is just mandatory!

Even the assignee is not exposed and for our internal use of the system it is a big issue.

Just unbelievable that it does not exist.

It is just incredible, that this feature doesn't exist, in most of our business projects we clearly need it.
So Atlassian please listen to your customers

Our business needs this feature as well. I agree with above comments that this seems to be obvious functionality. My group was surprised it didn't exist.

@katarzyna.pawlak2, Will this only work for the new tickets created after the configuration of your addon? OR will it work for the old tickets too? 

I tried your add-on and have set the visibility for custom fields and SLAs, I can see the SLA in the portal but it isn't working for the custom field which was populated by the agents. 

We need this too!

This is very crucial functionality, to be able to put the information to the customer, but do not have to put it as the blank field on their requests in order to edit it later. What is happening? How you can "Gather Interest" for such obvious functionality 4+ years? Jira is good, but product management of it is just a joke.

Am I missing something? Why should an addon be needed for such basic functionality.

Hello,

You can achieve it by using our app Extension for Jira Service Desk. Under project settings (in the service desk project) you'll find Visibility > Fields. Select request type, field and switch Hide for all to on. Remember to add selected field to the request form! What is the result? Customer doesn't see this field on the request form, but if agent fills this field in Jira, value from this field will appear on the Request Detail View.

Kate from Deviniti

A possible workaround to display some fields in Portal - https://marketplace.atlassian.com/apps/1219230/advanced-portal-reports-for-service-desk?hosting=server&tab=pricing.

It does not display the fields in the ticket, but if someone would like search which issues has been fixed in particular version, this add-on is the answer.

Another issue that amazes me it hasn't been implemented for so long.

Workaround:  We have the Jira Workflow Toolbox addon.  I configured the Add Comment post function from this addon to conditionally add a public comment if fix version is set essentially saying "This issue has been fixed in %{fixversion}"

Exposing fix version to the customer seems like a fundamental requirement and it shouldn't have taken a paid addon to accomplish this.

Agreed, I would really like to see this soon.

Created 4,5 years ago, and still "gathering interest".  How much more interest does one need, besides 150+ users?

I cannot believe that this is not a default feature. Coming from SalesForce, Jira Service Desk is pretty poor implementation. Does not look like a professional tool for organizations with larger customer base. We are considering SalesForce, because you get way more out of the box and Jira plus all the add-ons you need for basic functions costs almost the same as SF license.

Seems like Atlassian cannot recognize basic feature from a must features for any Customer Portal.

Is there a workaround to this problem. How can a field be made 'view only' in customer portal?

We really need this feature.

Is there going to be a resolution any time soon??

Need this for tickets that i mark as SCHEDULED FOR RELEASE status.  I want them to see the planned or actualj FIXED VERSION.   but i definitley don't want them to set it or see how many future versions we are working on...

Our business case is that we want to advise our customers via the portal of a target release version and target release date when our bug fixes are going to be fixed in.

I have added the fields as Visible Fields and told customers to ignore these fields and we will add detail but what I'd rather do is only have these fields appear on the form once the agent has updated them. Hiding these fields doesn't work. 

The Plugin 'Extension for Service Desk' has an option to do this : "Hide field from view". The description of the option says "Hide field or customfield from the view. To make field visible to Customers without initial value, hide it and wait for value setted by Agents".

We have it tested & results are as expected. The customer portal create issue hides the field chosen here, but after submission, the field is visible as read only to the reporter.

Update please? We also need this feature!

We just set up our JIRA Service Desk. Having this feature is very essential to us. We need to set Fix Version and Estimate for our tickets to let our client to read without possibility to update them.