Bug Report - Internal "Analysis" Field Visible to Clients on the Customer Portal ?

Question

We have identified a visibility issue regarding the "Analysis" field on the customer portal. Currently, internal agent notes are being exposed to the end-users.

Current Behavior:

* The "Analysis" field is intentionally omitted from the initial request form submitted by the client.

* When an internal agent processes the ticket in Jira, they populate the "Analysis" field with their internal findings.

* However, when the client views their request tracking on the customer portal, they are able to see the contents of this "Analysis" field.

Expected Behavior: The "Analysis" field should be restricted to internal use only. It must be hidden from the customer portal so that clients cannot view the agent's internal notes or analysis during the lifecycle of the ticket.

Request: Please adjust the field configuration or request type settings to hide the "Analysis" field from the customer portal view.

Tip for Jira Admins: If you are submitting this to your Jira administrator, this issue is typically resolved by removing the field from the "Request Type" view configuration while keeping it on the internal "Screen" configuration.

Marc -Devoteam- · Answer

Hi @Ahmed Hakim

Based on your provided screenshots the Request Form the field in not on the Request

On the Work Item view the field is also in the correct section.

The issue is you are looking at the wrong Request Type, you are showing the configuration for type "Obtenir de l'aide", but the request shown on the portal is related to the Request Type "Remonter un probleme logiciel"

You have to review that type, Request Form and Work Item view, are set per Request Type, then are all configured with fields individually.

Ajay _view26_ · Answer

Hi @Ahmed Hakim

In JSM, there's a difference between the request form (what fields the customer fills in when submitting) and the request detail view (what the customer sees when they check the status of their ticket on the portal). Just because you removed "Analysis" from the request form doesn't mean it's hidden from the detail view.

Here's how to hide it:

Go to your JSM project settings → Request types

Click on the specific request type where this is happening

You'll see tabs or sections — look for "Request Form"

Find the "Analysis" field in that list and select the below checkbox