Is it possible to hide a portal field until request is resolved

[Mark Ellis]

I have a request from one of our teams to hide an ID field from Reporters until their request is resolved.

Example:
portal field to be hidden is: ID

1. Jim submits request
2. Support investigates where they add ID field value 567 on Service Desk side for other 3. Engineers to develop
4. Engineers resolve and close request
Now Reporter can see ID field value 567 in portal, which they'll need for client work

I reveal fields regularly using forms for portal submission, but that's very different.

This is conditional based on "resolution is not empty"

Thanks for your help!

[Joseph Chung Yin · Accepted solution]

@Mark Ellis -

Please clarify the following -

So the reporter can see the field value in portal right now.  Is this field exposed to the user when he/she submit the request?

I think the best way that I would approach this will be not to expose this field in the portal.  When the issue is resolved, use automation rule to add a shared with customer comments with the value from the ID field.  In this way, reporter will see the comment in the portal UI.

Hope this helps also.

Best, Joseph Chung Yin

[Mark Ellis]

Hey Joseph.

I did not want to expose a field in the portal that would be viewable on submission. I only want it viewable on resolution. It doesn't seem like there's an easy way to
While creating
    {hide field}
On resolution
    {expose field}

On your suggestion though, I think sharing the ID in a comment on close is a viable way to communicate the information. It might even be better than what I was intending, since the Reporter will actually receive an email with the comment. No need to return to the portal view at all.

[Camilo Galleguillos]

Hi, Mark!

A quick solution would be to create a second field to be displayed in the portal, and create an automation that copies the value from the original field when the issue is resolved. 

Camilo Galleguillos R.

[Mark Ellis]

Thanks Camilo, I had considered this, but did not want to create more fields just for this information.

I do my best to limit field creation to those that will need to be reviewed in reporting purposes.

Definitely a working answer though, thanks.