How to hide fields in Customer Portal and not have a pre set value

[Katherine Stevens]

I'm setting up our Service Desk.  I'm working on the customer portal.  I have a bunch of required fields for the customer.  However, once they submit the ticket, our agents are going to have to fill out additional fields based on customer response.  I don't want these agent fields to have a preset value.  What can I do?

Thanks!

[Susan Hauth _Jira Queen_ · Accepted solution]

Hi Katherine,

What I would do is when the agent "Accepts the issue" from after it's opened, then create a transition screen with the additional fields in that screen (required) for the agent to fill out.

Hope that helps

Susan

[Katherine Stevens]

Thanks so much.  I'll create a transition screen!

[Ta Minh Thuy]

Hello Susan,

What about if I want to hide Priority field in Create screen in Portal Customer but want it to be visible when the ticket is View mode?

Do you have any idea?