Is it possible to show a field on portal but hide a field on Jira issue?

Question

Hi,

It may sound weird to all of you but I am looking into the possibility to hide a field on Jira issue which was filled in by customers on JSM form.

The background is: We are exploring the feasibility to build a complaint mechanism which allows the complainant's details to be anonymous to our organisation but visible to third-party who will communicate with the complainant.

We have been looking into some apps that create secure custom field like "Confidential Fields with Data Residency for Jira" by bitvoodoo_ag. However, there is restriction with forge custom fields that they cannot be added to JSM form. Therefore, we are thinking about creating an automation rule to copy the value from a standard custom field on JSM form to the secure custom field upon ticket creation on JSM.

The only part left is to hide the standard custom field on the Jira issue view. Therefore, the complainant's details will only be visible to thrid-party and our organisation can still view the tickets without seeing the complainant's details.

Thank you in advance!

Stefan Stadler · Answer

Not 100% sure on cloud, but for DataCenter, I managed it by adding the field to a screen, then mapping it to the customer request type and then hide the field from the field configuration for the project. That way the field is still visible in the portal, but is not visible in the actual Jira issues.

Kian Stack Mumo Systems · Answer

@Eunice Li,

If you cannot include that field on a form, I'm not sure how else you would accomplish that. Do your agents need access to the complaint tickets? Would that be an option for you? Just restrict the entire ticket from the agents?