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Is there a way to hide the Summary without pre-setting a default value

Kristine Mamangon April 2, 2024

Dear Team, 

Can you please check if there's a possible way to hide the "Summary Field" without pre-setting the value. 

I understand base on the system set up this is not possible.

However the team is keen to reorder the form in the Portal. So the only way to achieve this is hide the summary then create a customized summary field then map the data. 

Is there a better suggestion on how to do this ?

Also can we remove the summary field on the create button screen in the agent view 

So to make it the same look and feel on the portal form ? Instead of the default summary I would like to see the customized "Summary Field"


Please advise

Many Thanks!

Regards, 

Kristine

 

2 answers

0 votes
John Funk
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
April 3, 2024

Hi Kristine,

So why are you wanting to hide it and replace it with another field? Why not just use the Summary field? 

Kristine Mamangon April 3, 2024

Because the requirement is they want to move down the summary field on the form in the portal. 

The order will be as follow:

Request Type

Custom Field for Categories which is a form selection

*SUMMARY

So basically they wanted the summary field at the bottom of the form in the Portal

They don't want the customize order in were summary will always be before the forms. 

 

John Funk
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
April 3, 2024

So, just stick the Summary field in the hidden with a generic text - New Issue, for example. 

Then use a custom field to gather the Summary information you want in the order you want. Then create an automation rule that fires when the issue is created to copy the value of the custom field to the Summary field. 

 

0 votes
SAzaruddin_mp April 2, 2024

Hi @Kristine Mamangon 

In Jira Service Management the "summary field" is required system field cannot be hidden or removed from the create screen without presetting a value. However, there are some workarounds and alternatives you can consider:

Customize the create screen:

You can customize the create screen from reorder the fields and make "summary" field appear lower down on the screen This won't hide the field but can help organizing form layout better.

Customize the Summary field:

You can create automation rules to automatically populate the summary field based on other field values entered by the user. This way, users won't need to manually enter a summary, and you can control the content of the field based on specific criteria.

Create a custom field as a Summary replacement:

Create a custom field to serve as a replacement for the summary field. Customize this field according to your requirements and make it mandatory if necessary. Then, you can use automation rules or scripting to populate this custom field with appropriate data.

Customize the agent view create screen:

You can customize the agent view create screen separately from the customer portal. You may be able to configure a different layout for agents that better aligns with your requirements, including hiding or reordering fields as needed.

Regards,

Azaruddin

 

Kristine Mamangon April 3, 2024

Thanks. If we are going to used the custom field it means we need to adjust the notification also if we are sending this information right ? It mean we need to change the smart value to the custom field ?

 

Many Thanks!

 

Regards, 

Kristine

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