How to hide the assignee name on customer access on portal & notifications

[Ali KURT]

Hi,

We're using Jira Service Management for our customer support. I want to hide the assignee name when customer notify via e-mail(already done) or portal access. Customers shouldnt see the assignee name (support staff)on any way. How can i do that? 

Thank You.

[Joseph Chung Yin · Accepted solution]

@Ali KURT -

I am assuming that you are referring "Requests List" view where users see all of the requests that they submitted - If so, you can access Portal UI (assuming you are the system admin for your env), you can simply access the main portal UI and click on the "Requests" button and then click on the "Customize" side bar on the right to access the request list option.  In the request list option list, just make sure that the "Assignee" box is un-checked.

By default, assignee field is always hidden from the portal UI in all request types.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

[Ali KURT]

Hi  @Joseph Chung Yin 

Actually what i meant is this:

"OA" is my customer support staff and the other one is customer. customer can see his name on portal. I want to avoid to show my customer staff's names on portal. Customers cant see their names on e mails rn.

In the page that you mentioned, customer cant see the assignee names neither.

[Joseph Chung Yin]

@Ali KURT -

When agent adds public comments to the issue, the agent's information is always displayed in the portal UI.  This also applied to anyone (i.e. participants) adds comments to the issue, his/her information will be displayed too.

This behavior cannot be changed as far as I know.  You can alway contact Atlassian Support (https://support.atlassian.com) to raise an enhancement ask if needed.

Lastly, if my information helped you.  Please remember ot click on Accept answer when you have a chance.

Sorry.

Best, Joseph