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It is possible to hide a Field of the request for the support team?

Edited

Hi all,

We would like to exclude some confidential information included in the service requests to avoid to support team being able to see it.

This information is captured from a custom field.

Can we prevent them from seeing this information on the ticket?

Regards,

 

Carlos Quintana

2 answers

2 votes
Mikael Sandberg Community Leader Sep 14, 2022

You cannot hide specific fields based on security out-of-the-box in Jira, you would need to get an app that app that allow you to do that. If you go to the marketplace and search for field security you will find apps that can do this for you.

0 votes
Eugenio Onofre Community Leader Sep 14, 2022

Hello @Carlos Giovanny Quintana Corredor

Could you please clarify if by "support team" you mean the Service Desk Team users that resolve the issues?

You can hide the field from the screen of the ticket details, however that field will still be available in CSV export and in filter results.

Regards,
Eugenio

Hi Eugenio,

Thanks for your prompt response.. and yes... I am talking about Service Desk Team.

Could you please guide me on how to do it? 

Like Eugenio Onofre likes this
Eugenio Onofre Community Leader Sep 14, 2022

Hi @Carlos Giovanny Quintana Corredor

Greetings from Brazil!

Sure, you can achieve it by customizing the screen. In a nutshell:

  1. Create a screen for CREATING the ticket
  2. Create a screen for EDITING and VIEWING the ticket

On the screen of Step #1, the field should be available.
On the screen of Step #2, remove the field you want to hide.

Regards!

Hi @Eugenio Onofre  . Jut to clarify, my request is to prevent them (service Desk team) from seeing this information on the ticket.

screenshot14.png

The goal here is to hide those fields on their dashboard view. We don't want to allow them to see this info once they receive the ticket.

So, what you mean is remove those fields from view and edit screens? 

screenshot15.png

Removing them from those screens the service desk team won't be able to see that information in the ticket.

Eugenio Onofre Community Leader Sep 14, 2022

Hi @Carlos Giovanny Quintana Corredor

This is correct, but please bear in mind that if they EXPORT to CSV or search for issues using JQL, they may access the values of the field.

Another option would be to use a Marketplace plugin, such as:
https://marketplace.atlassian.com/apps/1226228/protected-fields?hosting=cloud&tab=overview

Regards,
Eugenio

@Eugenio Onofre 

I really appreciate your help.

I am going to test it and I'll bask to you ASAP

Thanks

Hi @Eugenio Onofre  

 

The Service Desk team continuing seeing that information

 

By the way. It is possible to test this without creating a new ticket?

As you can see the fielscreenshot20.pngscreenshot19.pngds were removed from the screen edit and view

screenshot17.png

 

 

 

 

Eugenio Onofre Community Leader Sep 15, 2022

Hi Carlos,

You have to properly assign the screens in your Screen Scheme. 
when you edit it, you will have the ability to assign different screens for Create, View and Edit actions. 

about testing without creating a new ticket, yes, you can do it by checking an existing ticket. 

I again reinforce that although it hides the field from the ticket screen, users will still be able to get this information in filters or CSV export. 

@Eugenio Onofre  I'm fine with the restriction of they can see it in filters or CSV.

They usually don't use those options. 

The main goal here is they can't see it on the ticket.

First of all, I don't understand why do we have so many screens

screenshot21.png

Second, based on the previous pictures it should be the (7) screen and those fields were removed from the edit and view screens but the service desk team continues seeing the information.

screenshot23.png

@Eugenio Onofre I think we are close to finding the solution.

Please help me.

Eugenio Onofre Community Leader Sep 15, 2022

@Carlos Giovanny Quintana Corredor
I am helping as much as I can :) 
Please find my comments below:

First of all, I don't understand why do we have so many screens
This is something managed by the Jira Administrators. Usually when a new project is created by using default configuration, additional screens are created

Second, based on the previous pictures it should be the (7) screen and those fields were removed from the edit and view screens but the service desk team continues seeing the information.
You have to edit the SCREEN SCHEME being used by the project. A screen scheme configuration looks like below:
Captura de Tela 2022-09-15 às 20.32.22.png

The "Edit" button in front of each action will allow you to assign the appropriate screen. In case the "View" operation is not listed, use the "Associate an issue operation with a screen" button.

I strongly recommend reading out the Jira Admin documentation to be familiar with the main concepts:
https://support.atlassian.com/jira-cloud-administration/docs/manage-issue-screens/
https://support.atlassian.com/jira-cloud-administration/docs/manage-screen-schemes/

Once you are able to link the screen you created with the View action, this will resolve your request :)

Please do not forget to VOTE on the solution and mark as ACCEPTED if it resolves your issue.

Thanks.

Hi @Eugenio Onofre  I know that you are helping me and I really appreciate your effort.

about the steps

Edit Screen Schema ....once I click on edit

screenshot24.png

 

This is what I am seeing

screenshot25.png

Is that what I should see?

Regards

Good morning @Eugenio Onofre

About the last pictures that I sent to you...do you have any other recommendations?

I don't understand why the service desk team keeps seeing that information on the ticket if based on your recommendations that information should be hiding from them.

I will be attentive to your comments

Regards

Carlos Quintana

Eugenio Onofre Community Leader Sep 19, 2022

@Carlos Giovanny Quintana Corredor

You should select the screen where you hidden the field from as the VIEW screen.

But you need to make sure this is the Screen Scheme being used by the project.

@Eugenio Onofre ... Sorry Eugenio, I couldn't find why is not working.

All seems to be set as you have proposed but the service desk team continues seeing that information in the ticket.

Any other piece of advice will be appreciated.

I can send more pictures if you want of the current configuration, please don't let me alone with this.

Regards

Eugenio Onofre Community Leader Sep 20, 2022

@Carlos Giovanny Quintana Corredor

I am sorry but I have no additional steps to provide. 
All the steps I have provided are the ones you have to follow in order to hide the field from the view of the Service Desk Resolution team.

I strongly advise reading the Jira Administration content and documentation available to better understand how screens and screen schemes work.

The only thing I could suggest additionally at this time is you to provide screenshots of:

  • project configuration showing which Issue Type Screen Scheme is being used
  • Issue type screen scheme config
  • Screen scheme config
  • Screen view config

With these screenshots I may be able to assist further, but it is imperative at this time to have good understanding of the Jira Administration features.

Regards,

@Eugenio OnofreThank you once again for your patience and willingness to help.

Here are the screenshots.

screenshot26.pngscreenshot27.pngscreenshot28.pngscreenshot29.pngscreenshot30.png

Eugenio Onofre Community Leader Sep 20, 2022

I need to see the name of the Screens and Screen Schemes.

Please update all screenshots to show the name of the schemes.
This seems to be an issue with a wrong Screen/Scheme/Project linking.

Eugenio Onofre Community Leader Sep 22, 2022

Can you provide the Screenshot for Issue Type Screen Scheme and the Project Configuration where it shows the scheme being used?

Eugenio Onofre Community Leader Sep 22, 2022

@Carlos Giovanny Quintana Corredor

I am sorry but I am afraid I will not be able to assist any further in here.
You need to make sure that:

  1. The Issue Type Screen Scheme being used by the project is the one where you referenced the correct Screen Scheme
  2. The Screen Scheme must reference the desired screen as the VIEW screen.
  3. Make sure that the field is not part of the VIEW screen.

On the best hopes to have helped.

Regards,
Eugenio

@Eugenio Onofre  just to confirm. The pictures that I sent are ok?

Second. if the pictures are OK... it means that is a BUG in Jira? because it is, we need to report it.

Third...thanks a lot for all your help.

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