Can we see the affected services in the service portal in customer role

[Rupali Mohanty]

In the Service portal for customer role, Affected services and Request raised on behalf of fields are not visible. Can anyone please help me out how to make it visible

[Rebekka Heilmann _viadee_]

Hi @Rupali Mohanty and welcome to the community!

Have you added the "Affected Services" field to the Request type or are your Agents filling the field in the issue view and you want the users to see it once it's filled?

"Request raised on behalf" is a system field that appears when a Service Desk Agent opens a Request in the portal and is a function you typically use if you have telephone support as well. -Customer calls -> Agent opens Portal -> fills out Request form and "opens the Request on behalf of" the caller.
You could just add a custom field with a User picker (or free form), "Affected user" for instance, if you want "normal" customers to be able to open a request for someone else.

[Rupali Mohanty]

Thank you for your quick reply.

Affected services is already there in custom field. But it is locked. and its visible to the agent or user in the service portal but not visible to the customer

[Rebekka Heilmann _viadee_]

Can you attach a screenshot of the problem you are having? I am not following. 

Is your portal Open to everyone or do they need to log in?

[Rupali Mohanty]

Added customer view and agent view where you can view the difference

[Rupali Mohanty]

they need to login

[Rebekka Heilmann _viadee_]

The field "Affected Services" is only available to Logged-In Users (that are customers in your project). So if you open your portal as Agent, you will see it. Incognito-Customers won't. You will either have to restrict your portals to logged-in Users or offer a different type of input for your users that you then could transfer to the Affected Services field per Automation.