Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal


  • Give kudos
  • Received
  • Given


  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Hide fields from customers

Hello team,

I was wondering

  1. How can I hide the "Request Participant" field from Service desk customers?
  2. How can I revoke the customer's permission of resolving issues?

Thank you in advance

1 answer

1 accepted

0 votes
Answer accepted
Flavien Gache Community Leader Oct 27, 2020

Hi Giorgos.

1. You can hide it quite easily, let's see ;) You go to project settings, request types, you click on the form you want to hide a field from and you click on the "Request form" tab on the top of the page.

Each field will be displayed. You can hide whatever you want with the Hide option on the right of each field. You will however need to set a default value for this hidden field. Also and maybe better in your case, you can just remove this field from this form because your client don't need it (use the remove button instead). It will not disappear from your agent view.


2. You need to make a slight change in your workflow. Go on the workflow of your project. Click on the transition Resolve and uncheck the box "Show transition in the customer portal". Your client won't be able to resolve himself/herself the status.


Let me know if it helped you. :)

Flavien thank you very much for your prompt response!


1. Following the procedure that you explained, I was able to deactivate it from "request form" but I could not find a way to hide it from Created Issue View. Is there a way to do that?

Flavien Gache Community Leader Oct 27, 2020

So to be clear, you want to hide it for agents and for customers, whenever an issue is created ?

If you want to get rid of it completely, you may want to creat a field configuration and a field configuration scheme to hide it completely from all forms. I answered a similar request here if it helps you.

Could you provide us with the view you want to delete this field from please ? This would be great :)

tempsnip.pngIf  I am an agent, and I add a Jira user as a participant, then customer can see that participant in the indicated field. I am not sure if there is a way to hide it :) Thank you!

I think that is impossible to completely remove this option. But, if you do not use the Organizations option in Jira, you can go to Project settings > Customer permissions, then select"Other customers in their organization. This option only allows them to search for customers in their organization"

That may disable the option for the customer, however the agents will continue seeing it i think.

Tell me if it worked. :)

And if that is good for you, don't forget to accept my answer to improve related searches for future users.

Thank you very much for your time Flavien :) Yes this kind of solved my issue!

Like Flavien Gache likes this

Suggest an answer

Log in or Sign up to answer
Site Admin
Community showcase
Published in Jira Service Management

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

170 views 0 4
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you