Hide Label & Priority fields from View screen

[Lan Anh]

My project does not require these 2 system fields and so I have not included them in Create and Edit/View screens. These don't appear in my Create and Edit screen.  But they're showing up in my View screen.   I know these are system fields and so have confirmed that they're not part of configuration via Issues > System fields and Issues > Field configurations.  The odd thing is I don't have Edit & View as 2 separate screens but just one combine screen as Edit/View Screen.

Much appreciate for any suggestion on how to hide these fields from my View screen.

--- Lan Anh

[Andy Heinzer · Accepted solution]

Hi @Lan Anh 

I understand that you are wanting to hide these system fields from the view of the Agent (licensed Jira users).  I'm sure if this is possible to do, as I recall these system fields might still appear on issues even if they are not explicitly listed in the screen scheme. 

That said, I created a support case on your behalf over in https://getsupport.atlassian.com/servicedesk/customer/portal/30/PS-172499

Someone from our Data Center Support team can investigate this further.

Andy

[Lan Anh]

Thank you, Andy!

[Lan Anh]

I can positively confirm with you that it's not via automation for workflow post.  This is a brand new project.  there's no automation and the workflow is still vanilla.

[Manoj Gangwar]

Then last it could be due to fields have default field value option set. 

[Lan Anh]

Thanks for your reply Manoj. 

You just say I can hide SLA field. But not giving the solution.

In regard to the solution to Priority & Label, I don't see the Search option that you mentioned.  Where is this option on the screen? See 1st screen cap.  

As you can also see in the 2nd screen cap, under Project settings > Issue types > View issue screen, I Label & Priority as not configured as part of this issue.

[Manoj Gangwar]

As per the 1st screenshot, click on the edit fields option then you will see an option for Issue View over there you can check these fields

[Manoj Gangwar]

Hi @Lan Anh ,

You can hide the SLA field from the view screen.

Go to the Project Setting> Request Types>Search for the particular request type and click on it.

After that Click on the Issue View option search for the Priority & Label fields and move it under Hide when empty section.

[Lan Anh]

I don't these fields configured there.  See screencap

[Manoj Gangwar]

At the right side you will see an option to search the fields and add these fields then move it under hidden fields. 

[Lan Anh]

Since we're in the project's Customer Portal configuration, that Search option only show fields that are part of the Create screen.  As they are not in the Create screen, they can't be added to the Customer Portal issue. 

Just a side note, as I mentioned before, the Customer do not see these fields when they select to Create the ticket.  These fields are showing only in the Agent's View screen, not Customer View screen

[Manoj Gangwar]

There should be one more option (Issue View) next to fields but it is not there. You may raise a request with atlassian vendor to fix this issue on your instance. 

[Lan Anh]

Thanks.  Just to confirm that I am on Data Center, not CLOUD. Does that change your suggestion?

[Manoj Gangwar]

Okay, I was giving the suggestion based on cloud. 

If you on DC then you need to go the project settings>Screens>search for the POC - Service request screen scheme under that there should be 2 screens check the edit screen and remove these fields. 

[Lan Anh]

Back to my original post ... This was clearly stated in the problem description:  These fields are not configured in any of my screen: Edit, View, nor Create.  Something else is not right.  

Can't remove something that's not there!

[Manoj Gangwar]

If the fields are not available on any of the screen then these fields are updating via automation rule or workflow post function. 

Could you please check the ticket history and check if both fields are showing in history?