How to show an automation-updated field as read-only on the JSM Portal?

[Venkat Jira Admin]

Hi everyone,

We are using Jira Software and JSM Cloud Premium.

An automation rule successfully copies a number field from a Jira Software ticket to a JSM ticket. The agent can see the number perfectly in the internal "Work item view".

However, we cannot get this number to show up for the customer on the JSM portal.
1. We want the field hidden when they create the ticket.
2. We want the field to show as Read-Only on the portal after the automation updates it.

Since the modern JSM interface only has "Request form" and "Work item view" options, how can we make this field visible to the customer without requiring them to enter it when submitting the request?

Thanks!

[Matteo Vecchiato]

Hi @Venkat Jira Admin ,

Thank you for your post. Please review this previous post: https://community.atlassian.com/forums/Jira-Service-Management/Display-Custom-Fields-on-Service-Desk-Customer-Portal/qaq-p/658404 

Hope it helps