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Difference in field visibility between licensed and customers in Portal?

Stefan Schumacher

Hi,

I've been setting up request types for use in the portal. After wondering why customers skip the "Affected Service", I made an inquiry and found out that this field is not visible for customers in the portal.

When I open the same request type through the portal (as a licensed user), I can see the field.

Has this something to do with the fact that this field is "locked"? And how can I make this field visible for customers?

Regards,

Stefan

Accepted answers

Pramodh M

It needs license and only be filled by JSM agents @Stefan Schumacher

Here's a reference

https://community.atlassian.com/t5/Jira-Service-Management/quot-Affected-Services-quot-field-are-not-showed-to-customers/qaq-p/1608460

Thanks,

Pramodh

Mikael Sandberg

As @Pramodh M mentioned the affected services field is only visible to JSM agents. The workaround is to use either the components field or a custom field that is visible to the customers and then use Automation to set the Affected services field.

All comments

Pramodh M

It needs license and only be filled by JSM agents @Stefan Schumacher

Here's a reference

https://community.atlassian.com/t5/Jira-Service-Management/quot-Affected-Services-quot-field-are-not-showed-to-customers/qaq-p/1608460

Thanks,

Pramodh

Mikael Sandberg

Stefan Schumacher

Thanks for the prompt help,

from further reading I understand that its working as designed, however this can turn out to be quite tricky.

What I couldn't find is a reference which fields are also affected by this behaviour, I guess its not every field thats labelled as "locked"?

Sussi Åström

@Mikael Sandberg how would you create a automation, that would copy the components to affected services?

Mikael Sandberg

@Sussi Åström Have a look at this KB, all you would do is change the lookup objects to use the components field to find the object.

Sussi Åström

@Mikael Sandberg thanks & please bare with me, as I'm still a newby to Atlassian products, and especially JSM. I looked through the link you suggested, but I don't have a "Lookup Objects" action in Automation. We are using Atlassian JSM Standard plan, so we have no Assets objects. So, if you have anymore insight for me, on how to achieve what I need, would be much appreciated.

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