In JIRA Service Desk: How do I add a field that will only be editable by Service Desk Team Members?

[Nicola Bearman]

Hoping someone can help on this.

We need a field which is invisible to customers when raising a request, but once submitted, will be visible to the Team Members. They will then edit and save a value to it themselves. How do I do this?

For example: We want our customers to report how urgent they think an issue is, however our Team Members then assess how urgent the issue actually is. They will be using very different scoring methods and language to represent that urgency, so aren't able to use the same input field we have visible to customers. We also want to have both fields active at the same time (for comparison purposes). We therefore need a separate field to appear for the Team Members which is invisible to customers but visible to the Team Members.

Thanks in advance for any suggestions

[Nicolas Seronvalle · Accepted solution]

Hi,

Is it on the customer portal that this field need to be invisible?

If so, when configuring your request type you can choose which fields do appear or not on the portal. If a field is hidden on the portal it has no impact on the visibility for Jira Service Desk agents (managed via screens and fields configurations).