Why can't I see issue details when ticket escalted to some projects?

[Cathy]

Hi,

I'm sure there will be something I am missing here, but I'm testing ticket visibility and sharing of tickets  I have created some test tickets and in the customer portal I can see all of the detail and updates while the requesters ticket is in one project. but only comments and updates when escalated to another project.  So the Details are missing i.e Description, Urgency, Custom Fields etc.  Please see screen shot.  What do I need to change to make this visible in the customer portal?  I want this requester to be able to see thir tickets raised or participated in, but not be able to see other issues in the project the ticket is raised in.

Thanks for your help in advance! 

Cathy

So this shows when the ticket is in one Project...

But then only shows this when moved to another Project

[Manuela Karaabova [Botron]]

Hi,

If I understood you correctly you see all fields for request type x in one project, but don't see these fields for request type in another project.

Customer request types are per project, so you should setup fields visibility per request type per project.