How to hide Priority field in Jira Service Desk Customer Portal

[Jeffrey Bistrong]

I was following the instructions in this article, however, it does seem to work. 

https://community.atlassian.com/t5/Jira-questions/How-to-hide-Priority-field-in-Jira-Service-Desk-Customer-Portal/qaq-p/765368

In the attached picture, the end user can still see the Priority field when viewing the ticket in the customer portal. Any ideas on ways to hide this field to the requestors.

[M Amine]

Hi @Jeffrey Bistrong,

Go to your 'project setting' > 'request types' and locateyour request type then 'edit fields' and check that the 'priority' field is not in the 'Visible Fields' (or either is in the 'hidden fields' ). 

keep us posted. 

cheers

[Jeffrey Bistrong]

Hi @M Aminethanks for the reply. The 'priority' field does not show in either section, Visible or Hidden.

Jeff

[M Amine]

Does the end-user fill the priority field while creating the request from the portal?

Can you please send a screenshot of the 'Visible & Hidden' sections of your request type? 

[Jeffrey Bistrong]

No, I am not using the portal for users to send in tickets, but from the ticket notifications they get via email, they can click on the ticket to open it in the partner portal. Photo attached.

[M Amine]

Thank you for the feedback. 

Normally in Jira Service Desk, if you want to activate the email channel and let your users create requests by email you have to set all other fields than Summary and Description optional (here is a link to the official documentation on this).

In the screenshot sent, I noticed that the field 'Module Affected' is Required which means that your clients are using the portal for creating requests. 

Am I right?

[Jeffrey Bistrong]

Thanks for the reply. The link does not work. 

This field is required for the internal agents when they receive and diagnose the issue. For v1 of our implementation of Jira Service Desk, our clients are only sending in emails to our support@ channel. 

"Normally in Jira Service Desk, if you want to activate the email channel and let your users create requests by email you have to set all other fields than Summary and Description optional (here is a link to the official documentation on this)."

I want these fields to be required in order for the agent to save the ticket. That is why I have set them to required. 

[Sylvain Leduc]

Hi,

Same here, want to remove the priority field to be visible in the customer portal view mode, not possible even with behavior on + removed from screens and field config.

Leaving a dot . here, in case somebody has a solution :)