I want to make an existing locked* field available in a request form

[Robert Love]

Hi,

Newbie here. I'm trying to add "request participant" field to the available list of fields to add to a request form. 

Reading up on this, but can't seems to do it. 

Any help appreciated! 

[Ste Wright · Accepted solution]

Hi @Robert Love 

Can I just clarify the need?

Request Participants is (usually) on every JSM Form by default, so doesn't need to be added to the form separately.

What are you trying to achieve by adding it to the list of fields? There might be an alternative to consider :)

Ste

[Robert Love]

Hi @Ste Wright 

Appreciate the follow-up.

I'm referring to the customer portal specifically. I see how to add fields by dragging the listed fields over and positioning them in the request form, but "request participants" is not listed and I haven't been able to figure out how to add it to the list of fields available to populate the request form. 

The goal is for customers to be able to add participants while raising an issue through the help center portal. 

Thanks a bunch

Rob

[Ste Wright]

Hi @Robert Love 

The field should be on the customer form by default though, see this help page - Add request participants through the help center

So it shouldn't be necessary to add it again - are you missing this option now?

Ste

[Robert Love]

Hi

We want customers to be able to add participants at the point of engagement. We've been able to modify this from several choosable fields, but the field we want to add "request participants" is not available to add here. 

I'm hoping this helps make more sense.  

Thanks

[Ste Wright]

Hi @Robert Love 

As far as I know, it's not possible in Cloud to unlock a custom field.

There is a specific feature request for this which you can vote/watch - see JSDCLOUD-1511

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There's a partial workaround...

1. Create a custom field, type User Picker (multiple users)
2. Add this to the Request Form
3. Create an Automation rule to add the users from the custom field to "Request Participants" after the issue is created

There is a limitation though, that the custom field will only allow you to enter users or customers already added to the Service Project - not just any email address.

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For clarity, I tested this - and this is the rule I used. I called the custom field "Share With":

• Trigger: Issue Created
• Condition: Issue Fields Condition
  • Field = Share With
  • Condition = is not empty
• Action: Edit Issue
  • Field = Request Participants
  • Rule = COPY FROM - Share With, Current Issue

---

Let us know your thoughts!

Ste

[Robert Love]

Hi 

Thanks for the work around and that would work. All "customers" are users in this case as this is an internal service project. 

Regards,

Rob

[Ste Wright]

Awesome - glad there's a solution which will work for you!

If this answer helped resolve your question, could you accept it? This helps others who locate the question in future know it can help :)

Ste