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Incident description not seen in portal

Kerli Loopman

I have several issue types - for example service requests and incidents. If customer reports an issue via portal, it is in some cases SR and some cases incident.

Problem is that reporter sees in portal only the description him/herself added if request is service request but if it is incident they only see summary in portal. What is the problem there? I as an agent see the description in jira no matter if it is service request or incident. What permissions or settings i should check?

Accepted answers

All comments

Fahad Siddiqui_ihrjma

@Kerli Loopman check your Request types fields.

This request form is linked to the following issue type:

What ever fields will be used below in visible fields

the same will be displayed on customer portal.

Kerli Loopman

Do you mean I should go to "Project settings" - "Request types" and then check visible fields? There is a problem. In default every request is service request and fields are visible but I have an automation that changes the issue type from service request to incident if component matches. This is what is causing them to not see incident description but where or how can i make it visible for them?

Fahad Siddiqui_ihrjma

What is the automation settings can you please share?

Kerli Loopman

When: Issue created (Rule is run when issue is created.

If: Component contains any of "aaa", "bbb"

Then: Edit issue fields

Issue type - incident, Priority - high

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