how is this marked as done? I was about to roll JIRA (and service desk) out in our network but this is a show stopper. I see a ton of people have requested this and there is no way my organisation is going to purchase JIRA twice in order to run a public facing solution! Why isn't it marketed as an INTERNAL service desk in your sales documentation!

Hello,
Is there finally hope to solve a long awaited feature?
Hiding "time tracking fields" in Jira for external users is a major request for many Jira users.

I see that a new plugin has been made available for the download instance: https://marketplace.atlassian.com/plugins/com.gebsun.plugins.jira.hidetimetracking .

This ability has been requested for more than 10 years ago (check the history of related issues to time tracking). Jira (Atlassian) came up with, for sure, many great features but never solved the real need.

I'm convinced, if this plugin works as described, this would be appreciated by many many Jira users.

Looking forward to the quick responsiveness of Jira Team to make this plugin available in "on demand".

Cheers

Hi,

You can use JIRA Service Desk to create two different levels of visibility for fields:

• Your service desk team can use all the fields they need to track data relating to a particular issue
• Your customers can be presented with a subset of these values on Request Forms on the Customer Portal

Using the Customer Portal it's possible to achieve some level of field hiding. However, in Service Desk 1.1, if someone navigates to the underlying issue in JIRA, they will be able to see the underlying fields on the JIRA issue. We have a feature request on JSD-62 to provide the ability to restrict access to JIRA such that a certain collection of users can only create and track their requests through the Customer Portal.

With regards to licensing, we have published a blog post explaining the decisions around licensing and we are actively collecting feedback from customers through the survey linked from the blog. There is also a feature request that has been raised with regards to licensing on JSD-85.

I encourage you to vote on and watch these issues for updates in the future.

If you would like to run JIRA Service Desk on a separate instance entirely, this is possible today by running two instances of JIRA. Many customers have a setup similar to this where a public facing JIRA is used to manage customer interaction and an internal JIRA is used by internal development teams to plan and track work. Using Remote Issue Links it's possible to define associations between issues on the public facing JIRA to the internal JIRA.