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How to hide fields in Customer Portal and not have a pre set value

I'm setting up our Service Desk.  I'm working on the customer portal.  I have a bunch of required fields for the customer.  However, once they submit the ticket, our agents are going to have to fill out additional fields based on customer response.  I don't want these agent fields to have a preset value.  What can I do?


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Answer accepted
Susan Hauth _Jira Queen_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
May 28, 2019

Hi Katherine,

What I would do is when the agent "Accepts the issue" from after it's opened, then create a transition screen with the additional fields in that screen (required) for the agent to fill out.

Hope that helps


Thanks so much.  I'll create a transition screen!

Hello Susan,

What about if I want to hide Priority field in Create screen in Portal Customer but want it to be visible when the ticket is View mode?

Do you have any idea?

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