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Hide Form Field from Tech View

Kurtis_7ezt99

What I'm looking to do: Is it possible to hide a form field from the technician view?

Since we are unable to have "Request Participants" in the request form, we had to create a dedicated custom field for requestors to add participants during submission. We then use an automation to copy these users from custom field to "Request Participants".

After the work item is submitted, the user portal has the "watchers" field that updates the official "Request Participants" field.

In the tech view, there is now 2 fields. Custom Participants and Request Participants. This creates confusion and requires too much automation logic to ensure they are aligned.

I understand there's: [JSDCLOUD-1511] Allow adding Request Participant field into Request Form in Customer Portal - Create and track feature requests for Atlassian products.

But just like everything else in Jira, this will likely never be rolled out in my lifetime.

I would like to allow the custom participants field to be used during submission but effectively go away after it served its purpose. It would live in the customer side as a static field they can't edit which is fine.

If there is a better method for this, please let me know.

Accepted answers

Susan Waldrip

Hi @Kurtis , depending on your screen setup, you should be able to add the field to the Request form (Create) screen and also add it to the Edit screen but leave it off the View screen. That way, Jira can capture the data when it's entered in the Request form but the agent doesn't see it when they look at their Work Item (agent) screen.

Another option is to create a Tab on the Edit/View screen (if they're the same screen in your screen setup) and move the Custom Participants field from the Default tab to that tab. If the Agent doesn't click on that tab, they won't see the field so won't be confused.

All comments

Susan Waldrip

Marc -Devoteam-

Hi @Kurtis

As mentioned by @Susan Waldrip make sure to have different screens for create, edit and view.

Only have the "Custom Participants" on the create and edit and not on the view screen.

Or you cold use a form for the request and then via automation get the details from the form field, then you wouldn't need a field in Jira itself.

Or you will need to see if there are any marketplace apps that can provide this requirement.

Kurtis_7ezt99

Ok, this aligns with other solutions I was finding. However, I only have a single screen for this submission type.

Will adding additional screens after the fact disrupt anything? Or is it just a matter of cloning the current screen and then making changes?

Susan Waldrip

That's a good point. If you have other request types that use that single screen (that is, they're the same Work Type as the request type for which you want to create Edit and View screens) , they will be affected. But not a problem, you'll just have to open each Request Form (Customer) and Work Item view screen (Agent) layout screen and remove the fields you don't want (see last paragraph).

To create the Edit and View screens, Copy the single Create/Edit/View screen to create a View screen and RENAME it, then Copy the View screen to create an Edit screen and RENAME it to something like "SpaceName Service Request Edit Screen". Here's an example of what this looks like:

Create-Edit-View screen scheme.jpg

After you split out the screens, all the fields you include on the Edit screen will be editable and all the fields you include on the View screen will be visible. You can only include fields on the Edit screen to capture data but not show the field values, and only include fields on the View screen to make field values view-only, or include the fields on both screens to make them editable and visible. It depends on what you need. Here's a partial list of the Edit screen fields that are available for that Work Type's Request Types (the View screen looks similar):

Edit fields for the General Service Request work type Edit screen.jpg

Then you need to manually add/remove fields on the Request Type layouts via Space settings > Request management > Request types > Service requests > (click the request type for layout and add fields/drag fields off for that request type), but once you modify all the affected Request Type layouts, you're good to go. Here's an example of a Request Type layout screen that uses those Edit and View screens:

request type layout screen - Request Form for Customer.jpg

Kurtis_7ezt99

OK, I think I was being overly cautious and overthinking this a little bit.

All I did was:

Clone the currently used screen for each operation/view needed and named those clones accordingly.
I removed the "Participants" field from "Edit" and "View" screens.
I added those screens to the currently used Screen Scheme for the relevant work item operation.

Thank you

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