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ISSUE: Jira Customer Portal No longer showing custom fields

Christopher_foetj2

Hello,

One of our customers pointed out that they are no longer seeing Account ID's on requests.

When you open a request in the customer portal it is missing any custom fields that they had filled out in the submission of their issue. Please see attachment.

Then on our end this is what we are seeing.

Please assist on getting this information back to our customers.

Thank you!

Accepted answers

Angélica Luz

Hello Christopher,

Thanks for reaching out to Atlassian Community and for the screenshots.

I can see that the request was created by email (or using the request type for email) where only Summary and Description are required and all other fields are optional.

I tested here adding some fields in the form and creating the ticket through the portal and all fields I filled is showing after the ticket is created:

Screenshot 2019-11-07_16-08-13-741.png

Just for us to better understand the issue, is the AccountID a custom field for the customer to fill when creating the ticket?

Can you share with us the form and what is the type of the fields? So, we can test using the same options here.

Regards,
Angélica

All comments

Angélica Luz

Hello Christopher,

Thanks for reaching out to Atlassian Community and for the screenshots.

I can see that the request was created by email (or using the request type for email) where only Summary and Description are required and all other fields are optional.

I tested here adding some fields in the form and creating the ticket through the portal and all fields I filled is showing after the ticket is created:

Screenshot 2019-11-07_16-08-13-741.png

Just for us to better understand the issue, is the AccountID a custom field for the customer to fill when creating the ticket?

Can you share with us the form and what is the type of the fields? So, we can test using the same options here.

Regards,
Angélica

Christopher_foetj2

Hello @Angélica Luz ,

Here are some screenshots for you. The requests were created via Portal. I did a run through so I could show you step by step.

account -maintenance.png Then Raising the request through portal.

Hope these help. Thanks Please let me know if there is anything else I can assist with finding an answer.

Thank you!

Christopher_foetj2

Hi again @Angélica Luz ,

I updated Support so is shows as Other instead of Email Request and it is working properly now. Not sure if you want to keep this as a bug but it is fixed for me now.

Thank you!

Angélica Luz

Thanks for sharing, Christopher.

I edited the Emailed request on my test site and added the same fields, but it worked when creating a ticket as a customer or admin, so I’m not sure what was causing the field to be hidden after the ticket was created.

I’m glad that it’s working now. If this issue happens again, please let us know.

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