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Description not visible in Customer Portal

Anna Debono

Hi all!

We have 7 different service desks set up, with exactly the same settings and schemes except for the permission scheme. Here the difference is that customers can only create new issues in one of the service desks. 3 days ago, a customer mentioned that the description field is no longer visible in the Customer Portal. The Request Type has been set so this is not what is causing the problem. I read in another post, that there is a "Show Details" option but I am not able to find this anywhere.

Any ideas what could be the cause?

Thank you in advance for your help!

Anna

Accepted answers

Anna Debono

Problem solved. I needed to edit the Fields for each of the request types.

Project Settings > Request Types > Next to request type, click on Edit Fields

All comments

Anna Debono

Here are screenshots of the same issue viewed as an Agent and as a Customer:

Agent View.jpg Customer View.jpg

Anna Debono

Problem solved. I needed to edit the Fields for each of the request types.

Project Settings > Request Types > Next to request type, click on Edit Fields

Miriam Hopton

I am currently having this issue and unsure how to make the description display.

We have 2 service desk projects and the issue I am having is the ticket was created in project A and then "moved" to project B. When the ticket was moved, the Description is not visible to the Customer and it should as the Description field is visible and configured in the form.

HELP! Maybe there is something I could do

Miriam Hopton

Customer View_no description.png Agent view_description visable.png

knedlik

@atlassian how can we make this work? My customers are currently not able to see properly what they already reported!

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