Can I add additional custom fields to an issue type once the issue is moved to a specific status?

Question

Hey everyone,

in my Jira Service Project, I want to implement specific custom fields to an issue once the issue is moved to a specific status. It is important that those fields are not visible when the issue is created by the Reporter but only once the issue is moved to specific status.

In case that is possible, I would also create the rule that only the people who have internal access can se those fields, not the reporter (customer). Yet, it is imortatant that the data is added to a custom field since this the way our BI Team needs the information.

Any help is greatly appreciated!!

Best, Lilli

Camilo Galleguillos · Answer

Hi, @Lilli von Berg

One approach could be to create two sets of fields: one to be used by the agents and other to be added to the customer portal and be visible to the customer. An automation rule can be used to copy the values to the customer facing fields once the issue reaches the required status (and another can copy the values again in case of updates).

Best,
Camilo Galleguillos R.