I would like to know if it's possible to add a field in the customer view, only enable to select for the agent, in the view of the customer must be Readonly (the customer can't change it, just see it).
@Daisy Gaona - if it's not necessary for the customer to see it, just make sure the needed field is available on the issue screens (not the request form). If there are data points a customer should be aware of, maybe include that info in the request form help text?
With native JSM, you can't have read-only fields on customer request forms.
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