Field description of a customer ticket through portal Service Desk dissapears after moving or cloning to another project. Both projects have the same description field. * The client create a ticket in Service Dek Proyect * I move or clone to another project with the same fields (specificaly description is the same), and the type of proyect is the same (Service Desk proyect) * In the client portal dissapears the description Screenshot of client portal view with description Screenshot from Jira proyect You see in the left the ticket before move or clone and in the right after move. Screenshot of the portal client view (same in the left before move / clone in the right after move. The description dissapears I add other screenshot with the fields of the projects where you can see the same type of descrption field. I expect your answer with hope. Greetings

Thanks We have solved with the information https://jira.atlassian.com/browse/JSDCLOUD-1835 I delete my video evidence for privacy purposes

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Field description of a customer ticket through portal Service Desk disapears after moving to another

jesus.hurtado

Field description of a customer ticket through portal Service Desk dissapears after moving or cloning to another project.

Both projects have the same description field.

The client create a ticket in Service Dek Proyect
I move or clone to another project with the same fields (specificaly description is the same), and the type of proyect is the same (Service Desk proyect)
In the client portal dissapears the description

Screenshot of client portal view with description

Screenshot from Jira proyect

You see in the left the ticket before move or clone and in the right after move.

Screenshot of the portal client view (same in the left before move / clone in the right after move.

The description dissapears

I add other screenshot with the fields of the projects where you can see the same type of descrption field.

I expect your answer with hope.

Greetings

Accepted answers

All comments

Kate Pawlak _Appsvio_

Hi,

I see that also the Priority field disappeared. Can you confirm?

Some ideas for investigation:

- When you are on the request details view in the second request, do you see any errors in the developer console?

- Are they both company-managed projects?

- Can you try to do the same but with a very simple Description like "TEST"?

- Do you use any apps?

I would like to reproduce this situation in my instance.

Best regards,

Kate

jesus.hurtado

Hi Katarzyna

I respond under your lines. My responses in bold.

I see that also the Priority field disappeared. Can you confirm?

The priority field dissapears too, It's right

Some ideas for investigation:

- When you are on the request details view in the second request, do you see any errors in the developer console?

- Are they both company-managed projects?

Yes

- Can you try to do the same but with a very simple Description like "TEST"?

Yes in the screenshots before you have (form one to five is the process, the rest is more details)

- Do you use any apps?

No, all by web

Thanks for the quickly response.

Regards from Spain

Kate Pawlak _Appsvio_

Thank you for responses!

According to apps, I'm asking about some addons to Jira that you can install from Marketplace. You can check them by clicking on the cog icon in the right top > Apps > Manage apps. They can sometimes interfere with Jira functionalities.

I'm going to reproduce this bug. If everything is correct in my instance, I'll pass this question to our Community Leaders channels. Maybe someone will have some idea of what is wrong.

Kate Pawlak _Appsvio_

I'm analyzing your screens and I see one difference. Are you sure that you're checking a right issue? The request types are different:

Field_description_of_a_customer_ticket_through_por___.png

jesus.hurtado

screenshot_de_2023-01-23_16-33 (1).png

Alex Koxaras -Relational-

@jesus.hurtado

I have manage to reproduce your problem:

Open an issue on your service management project
Move the issue to the new project
View the issue immediately on the portal before making any other changes

The description will not be visible. This is due to the fact that your moved issue type doesn't have any request type. This is the same that @Kate Pawlak _Appsvio_ told you to one of her replies. Once you choose a request type the description will be there!