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Body of Email Missing in Service Desk Customer Portal

Joseph Sacco_j61rab

Hello,

When you email techsupport@(my organization.com) a ticket is created in Jira and can be viewed from the customer portal. However, the customer is only able to see the subject of their email. The body of the email doesn't seem to show up in the portal.

Is anyone else experiencing the same issue or solved this?

Thank you!

Accepted answers

All comments

Jack Brickey

I am not seeing this. Have you verified that the "Description" in JSD indeed contains text. Can you share a screenshot from both the portal and JSD detailed issue view that illustrates this?

Joseph Sacco_j61rab

Internal Ticket (Top) Customer Portal (Bottom) Internal Ticket.PNG Customer Facing.PNG

Jack Brickey

is this on all issues? was this created by email or portal? is it possible the description was created after the fact? can you reproduce? if so how.

jira guy_ymfmzd

make sure to add description field to the service desk request type. this should resolve the pbm

Joseph Sacco_j61rab

Hi Jack,

Yes, it is on all requests made in this fashion. I confirmed with a few colleagues. It was created by email and viewed via the portal. I'm wondering if the email parser is the issue? I was able to reproduce the issue with a test ticket sent via email.

Jira Guy:

The ticket was created via email.

jira guy_ymfmzd

I totally get it. If the ticket wasn't created via email, there would be no description. You email parser is working fine.

Did you even try my suggestion to see if it works?

Jack Brickey

as JG conveyed please be sure you have the "Description" field included in the request type used for email. I assumed that this was already the case but should not assume anything here. :-)

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