Customer Portal Form versus Agent CREATE Form field visibility

Question

Before I pose my question, it would be worth defining the two screens we are referring to.

The customer portal form is where the customer logs into the customer portal and clicks Get IT Help to have the form they fill out for IT support.

The agent request form is the form our agents are presented with when they hit the "Create" button in the Jira platform to create an issue for a customer.

Can someone please help us identify how to hide a custom field from the customer portal form view but have that custom field appear in the agent request form?

We have a mandatory custom field called Enrolled Customer Program which tells our agents what program a client is enrolled in when working through an issue. This field is important and is marked as REQUIRED as it prompts our agents to submit various types of accounts receivables (charge them hourly or reduce from retainer etc.). However, many of our client's employees don't know what program their company is enrolled in. It's imperative that the form question of the Enrolled Customer Program is hidden from them.

Thank you!

Mark Segall · Answer

Hi @Brian Desmot - One of the recent updates to JSM was to make the agent request creation experience mimic the portal experience.  This is mostly a positive thing because in the past, the JSM experience was largely decoupled from the core Jira experience.  How this relates to your question is that with JSM now more integrated, the agent will always have a similar experience to the portal user so there is no ability to change that behavior.

As a workaround, I would recommend that instead of making this field required on issue create, that it's added as a validator to the workflow so that the issue cannot be transitioned to the next status until it has been set.

Aaron Coonce_io6jua · Answer

Brian,

I may be misunderstanding the question, but it sounds like you will need to navigate to "Project Settings" and then "Request Types". From there select the request type needing "Enrolled Customer Program" removed. And simply remove it. The field will still be present in your queue. I believe on the agent request from from JSM internally there is a toggle but on the create screen that says something along the line of use request fields. If you turn off, the removed option will be there.