"Field help" not displaying on customer portal

Question

When using Jira Service Desk cloud the "field help" text is not showing for custom fields. I've tried adding as field help on the Request Type > Visible fields page and clicking update it disappears and does not show on customer portal. I've tried adding as description in Issues > edit field layout item. It shows in the View Field Configuration but does not show up in the customer portal. I've tried default renders and wiki style renders all no show.

All the custom fields show up in the portal it's just the help text along with request form help and instructions that don't display. Any ideas why?

Richard_wyno85 · Answer

So Atlassian Support have sent me back to the community as I'm evaluating JSD on a free plan so no support. Guess this shows the limitation of free plan for product evaluation - while it works well if it all works well, when you hit a blocker you are on your own.

For those that may come up against a similar issue, this is what lead the problem:

1. I configured a Jira Cloud developer instance of JSD, adding over 30 custom fields to a new request type and making it visible via the customer portal. All worked as expected. I used the developer instance as it allows access to the Jira REST API with simple token auth for PoC testing but it only worked for Jira not JSD.

2. I exported the system config using the Backup manager - Back up for cloud to avoid having to rekey all the custom fields, etc.

3. I created a Jira Service Desk instance on Jira Cloud and imported the zip. All appeared to work except the field help text and help instructions did not update as expected or display on the customer portal.

Richard_wyno85 · Answer

Thanks Guilhem, can see now the difference between description text, used for internal users which does show as expected and the request type help text that should show on the customer portal. I've tried different browsers new private windows in case of caching and still no help text shows up so will try raising a ticket and post any answers here.

Guilhem Dupuy · Answer

Hello Richard,

No this isn't normal, the right place to add the field help is Request Type > Visible fields page as you tried and this should work.

You should contact Atlassian in order to solve this bug, you can also raise them a ticket using the following link :

https://support.atlassian.com/

Let me know if it helped or not,

Guilhem