HI team, We got a complaint from the reporters of the issues that they are not able to see description of the closed issues for which the request type has been changed. * Issues came as Request type- Incidents . Our team changed the request type to service request (as per the request) and resolved /closed the requests. * When reporters look back to the request they have raised that are closed now they won't b able to see the description. Please get this fixed so that they see description of the issues. Thanks, Jyoti

I recommend that you have one of your Jira Administrators reach out directly to Atlassian Support to ask about this issue. Then please report back here what you learn. https://support.atlassian.com/contact/#/

Hi @Trudy P Claspill , Request types always has a value. We got request from them with a value always. But still not able to see description. There are mandatory fields so always has some value. Thanks, Jyoti

When viewing the issues outside of the portal, does the Request Type field have a value? I have seen posts that indicate if the Request Type field does not have a value, then the Description may not be visible in the Portal. https://community.atlassian.com/t5/Jira-Service-Management/Issue-Description-not-visible-in-customer-portal/qaq-p/1709435

nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Reporters not able to see description for the closed issues

Jyoti_7okd5u

HI team,

We got a complaint from the reporters of the issues that they are not able to see description of the closed issues for which the request type has been changed.

Issues came as Request type- Incidents . Our team changed the request type to service request (as per the request) and resolved /closed the requests.
When reporters look back to the request they have raised that are closed now they won't b able to see the description.

Please get this fixed so that they see description of the issues.

Thanks,

Jyoti

Accepted answers

All comments

Trudy P Claspill

Hello @Jyoti

Welcome to the community.

Are you talking about issues in a Jira Service project? Users should be able to view their closed issues through the Customer Portal and see the original description and comments added.

If your customer/users are not experiencing this, can you provide a screen image of what they do see?

Jyoti_7okd5u

Hi Trudy,

Thanks for the quick response.

Please find attached screenshot from customer for a scheduled case for which description is not visible.

NOTE: Problem is same with both closed and scheduled request.

Please let me know if you need more information.

Thanks,

Regards,

Jyoti

INTERSPORT OPERATIONS

Trudy P Claspill

Hello @Jyoti

If one of your service agent team members views the request in the Customer Portal, do they see the Description information?

Screen Shot 2022-12-14 at 10.43.58 AM.png

Jyoti_7okd5u

Hi @Trudy P Claspill ,

Yes we can see request details in there portal only in case of open issue.

When request is closed and we try to see the request in their portal we are not able to see the details. see below image.

We can see request detail in their portal in case of open issues only.

So we can say that issue is on both sides.

Neither we can see closed or scheduled request in their portal nor they can see.

Both can view details for open requests.

Thanks

Jyoti

Welcome!

It looks like you're new here. Sign in or register to get started.

Quick Links

Find more posts tagged with

cloud

jira-software

jira-software-cloud