Make a hidden field visible in customer portal

Question

I have 2 fields defined as hidden when users submit a request - assignee and ETA. I would like those fields to become visible in the customer portal whenever I add, delete or change a value for them. How can I do this?

I have already tried an automation adding a form with linked content, but this allows the customer to change the value, which I don't want to do (and if I lock the form for edits, it won't update whenever I change the field value).

I am open to workarounds such as displaying the ETA/Assignee in the form of a comment, so long as it's prominent and visible to the user. However, if I do that, can I delete a previous comment when I update the ETA/Assignee?

Joseph Chung Yin · Answer

@Amit Kotiger

Welcome to the community.  After reviewing your ask for a few times, I believe the only way that you can do (without add-on) is by automation rule which adds a public comments to the issue.

You already know that the comment will be visible to the customers via the portal UI.  However, I am not aware of any solution which a published comment (shared with customer) already can be updated to private (internal).

I would also recommend that you can take a look at Extension for JSM add-on to see if it can help.

Best, Joseph Chung Yin

Amit Kotiger · Answer

The problem is that when the form is locked, and I update the field in the admin issue view, the form does not update

Jovin · Answer

Hey @Amit Kotiger

In terms of being able to manage this out of the box, the forms route is a great one. The good thing about the Forms is that even if they're locked, when you update the field in the normal Jira Issue View, the form will show that same updated value if you've linked the fields on it.

There are also Marketplace Apps that can achieve this such as Extension for JSM.

Does this help?