Change the Custom Field Description on the Ticket Viewing Screen

[jriccardo]

I know we change the description on the Client Portal, but once a ticket is opened in support the labels of the fields remains the same as the DB name.  Will we ever be able to customize this label description.?  We are using Cloud.

ie DB name = Organization_ID

Screen Name = Client Number

[Suraj Aderogba]

Hi @jriccardo

You can update the description (tooltip) via Field Configuration, but not the label on the ticket view screen.

in Jira Cloud, you can update the description (tooltip/help text) for a custom fields as they appear on issue screens, but you cannot change the label (the field name itself) on the ticket viewing screen. The label will always display the field's name as defined in the database (e.g., "Organization_ID"), not a user-friendly alias like "Client Number".

You can go to "Jira Settings > Issues > Field Configurations." To find the field configuration used by your project.

Edit the description for your custom field (e.g., "Organization_ID") to provide helpful tooltip text.

This description will appear as a tooltip (the "i" icon) next to the field label on issue screens

The label shown on the ticket view screen cannot be customized; it will always show the field's database name.

Suraj

[jriccardo]

Suraj,

This feature or lack of is causing our company some issues.  Most ITIL Help Desk software and others like Salesforce give you the option to Change the Field Description Label on the UI (Ticket view front end) and leave the DB name as is expecially for Custom Fields.   Are there any plans to add this feature?

[Gor Greyan]

Hi @jriccardo

I wasn't sure if it was what you needed, but I could only find this.
https://jira.atlassian.com/browse/JRASERVER-39586

You can also request this feature.

[jriccardo]

Are there any plans to support this?

[Gor Greyan]

Hi @jriccardo

As @Suraj Aderogba said, in Jira Cloud, field labels on the Customer Portal can be customized per request type, but once a ticket is created, the agent view uses the global field names from Jira’s settings. Currently, it’s not possible to have different labels for the same field in the portal and the support view.