Is it possible to hide a custom field from external Jira users such customers? At the same time the same custom field will be visible to internal Jira users.
What a horrible situation on our end 😅. We used plugins to hide the field in the server edition. Now we moved to Cloud for obvious reasons... But our way of working is just not supported by Cloud. And impossible to configure correctly. The moment anyone thinks of a workaround.. That would be great. We really need to hide custom fields in our situation. But also the hours planned and hours spend field.
There may be a workaround if you are using Jira Service Management.
A potential workaround is to use ProForma (Lite (free) and paid). ProForma allows the concept of multiple forms (one form is visible to the customer) and the other only to user. All the information would be on the ticket but separated into different forms.
ProForma forms can be either Internal (only visible or editable from the issue view) or external (visible and editable from the JSM portal). Agents can change form from internal to external and vise versa. You can also add internal tracking forms and make them external upon completion if you want to keep the customer in the loop about work completed.
An example of the multiple form concept is here. This is an example of how it would look on the customer's view.
Meanwhile, you can also nominate which ones are internal/ external when you design the forms.
So that gives you some ideas.
Good luck with it and to be transparent, I am from ProForma but I hope it also assists.
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