How to hide a field in the service desk portal

[Boluwatife Onafujabi]

I will like to prevent my customers from seeing the change managers field and change advisory board field on the service desk portal.

Note: this is an internal service desk project.

Please how do i go about this

[Şükrü TURGUT]

I have tried this in my project but cant get a solution. May be it would run in your project. 

The steps are ;

1-First choose your project than go to visibility settings. 

2- Under the Visibility you can see the Fields tab.

3- After click add.

4- Choose request type , choose the custom field to not seen from. choose who can't view.  and save.

[Adam Black]

G'day mate,

I'm not sure if I understand your request. Do you mean that when a customer submits a request/issue on JSD, one of the fields (that is mandatory) is the change manager and/or change advisory board fields.

If you go to Settings > Project Settings > Request Types:

Find the requests that you would like to alter. 

Find the field which you'd like to hide. 

Click on hide. 

In the hidden section edit the Preset Value field. You can then fill in the name and the customer won't see the field nor will they see the names of people who need to approve.

[Adam Black]

[Boluwatife Onafujabi]

Hello,

I tried this but i got this error below.

[Adam Black]

Hey mate,

Did you click on edit value?

[Boluwatife Onafujabi]

yes i did. on creating the request from the portal i got that error above

[Jack Brickey]

if you are speaking of what the customer sees when creating an issue you can remove the fields as follows:

project > Project settings > Request Types > Edit fields and remove the fields not needed

you will need to do this for every request type that has the fields

NOTE: the fields were likely placed there for a reason, i.e. the info was helpful in resolving issues. once removed that will not longer be the case.

[Boluwatife Onafujabi]

This field shows when approval is needed. So it shows who is to approve and who approves it. 

Note: this is an internal IT service desk project used with issue type change for change management.

[Иван Кузнецов]

@Boluwatife OnafujabiSo you can restrict your project from customers. Usually customers registering interactions or service requests, which available for them. All internal IT projects is not available for them.

[Boluwatife Onafujabi]

@Иван Кузнецов thank you. Sorry I guess there is a mix-up here. I meant the IT team instead of external customer. But their request is still made through the portal that why i called them customers initially sorry.

[Иван Кузнецов]

@Boluwatife OnafujabiSo you have a group of users, who have extra permission to view this issues internally in Service Desk. And you have to hide from theme fields, which displayed your Change Cometee participants? As i know, there is no possible to hide defined fields without permissions restriction. As option, you can hide issue fully from them on some status, which controlled by Security level.

So there is no option to restrict only few fields for some group (as i know).

[Boluwatife Onafujabi]

Okay @Иван Кузнецов thank you

[Иван Кузнецов]

@Boluwatife OnafujabiCould you please insert screenshot, where this roles displayed for customer? In Customer Portal interface there is only participans block available for viewing.