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How to hide fields in Customer Portal and not have a pre set value

Katherine Stevens

I'm setting up our Service Desk. I'm working on the customer portal. I have a bunch of required fields for the customer. However, once they submit the ticket, our agents are going to have to fill out additional fields based on customer response. I don't want these agent fields to have a preset value. What can I do?

Thanks!

Accepted answers

Susan Hauth _Jira Queen_

Hi Katherine,

What I would do is when the agent "Accepts the issue" from after it's opened, then create a transition screen with the additional fields in that screen (required) for the agent to fill out.

Hope that helps

Susan

All comments

Susan Hauth _Jira Queen_

Hi Katherine,

What I would do is when the agent "Accepts the issue" from after it's opened, then create a transition screen with the additional fields in that screen (required) for the agent to fill out.

Hope that helps

Susan

Katherine Stevens

Thanks so much. I'll create a transition screen!

Ta Minh Thuy

Hello Susan,

What about if I want to hide Priority field in Create screen in Portal Customer but want it to be visible when the ticket is View mode?

Do you have any idea?

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