Portal fields can’t be shown as read-only to customers
Show customers context like SLA or assigned agent without letting them edit it.
Sometimes you want customers to see a field, not change it. Here is how to add a true read-only state to the portal.
The symptom
You want to show the customer their due date, assigned agent or linked asset. The portal only lets you make a field editable or hide it, so showing it also hands the customer edit rights.
Why Jira Service Management behaves this way
The portal request view renders fields from the request type form, which supports visible-and-editable or hidden — there is no view-only display state in between.
The manual workaround — and why it falls short
Teams drop the field entirely and paste the value into a comment, or accept that customers can edit things they shouldn’t. Both are manual and error-prone.
How Patcher fixes it
Patcher adds a read-only display mode for portal fields, so you can surface exactly the context customers need to see while keeping the value locked.
Turn it on
- Install Patcher for Jira Service Management from the Atlassian Marketplace.
- Open Patcher › Patches from your Jira Service Management admin.
- Find Read-only portal fields in the list and switch it on.
- Scope it to the projects you choose, then save — the fix is live immediately.