Known Issue

[Can Akkaya]

Issue description: Portal customers are unable to see the description field in the customer portal when tickets are moved across service desk projects by agents.

Atlassian confirmed that when the issues are moved from one project to another it usually causes the Request Type Mapping to break.

[Dave Mathijs · Accepted solution]

Hi @Can Akkaya welcome to the Atlassian Community!

When moving an issue between service projects, the actor can map the issue to a request type of the target project.

Do you have a specific question?

[Can Akkaya]

Dear Dave, thank you for your value feedback. We got it done as you mentioned and seemed to come in handy. But after creating a few Jira tickets n the same account then the issue had been repeated its self. So we have the same point.

[Dave Mathijs]

Is the Description field a required field in one project or the other? (in the field configuration)

[Can Akkaya]

HI Dave

there is no reqired description field in one project  or the other?

[Can Akkaya]

We still have the same issue for the same user? Is there any way to make user seting to factory reset?