Locking the Original description field on a request

Damien Fernando

Dear Jira Community,

 We are looking at Jira service Manager and there is a single issue that is holding us from going live the application.

Under a submit a request  form, there is a description field  that the users  (customers)  could fill in the details.

Then from the agent view, the agent can edit the description that was filled in  by the customer  - which is not what we want the application to do.  

Can any please advise on how we can lock that the description field so that the agents cannot edit the description.

Same issue with the attachments, we don’t want anyone to remove the original attachment  that was there in the original submission. 

  Kindly advice.

Damien  

Kerem Caglar _Solveka_

Hi Damien,

Easiest way to prohibit agents editing the description field is to remove description field from the Edit Screen. For that purpose you need to check the Issue Type Field Scheme of the service project. You need to add an individual screen for Editing if issue editing is sharing the screen with Create or View operations. Then you can remove the description field from the edit screen.

 

For attachments you have to modify the permission scheme of the project and check attachment related permissions assigned to Service Desk Team.