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Why don't users see the description when the issue type is changed.

Mikołaj Ogrzywalski

Hello everyone. I have the following issue. When a user reports an issue with the "Bug" issue type, and I decide that it should be changed to the "Task" issue type, I perform the transition. After the transition, the description of the issue disappears for the customer.

Thank's for all answers

Accepted answers

Alex Koxaras -Relational-

Hi @Mikołaj Ogrzywalski and welcome to the community,

That could happen for many reasons. But can you take a look at your issue's history and see what is changing the description of this issue? Paste a screenshot here is possible.

In addition, now that I read twice your post, you mention that you "transition" the issue. If so, and you don't mean that you have actually move the ticket to another issue type, I would check inside that specific transition for post function which clears the specific field, or try to copy it from another (wrong) field.

Erki Tammik

@Mikołaj Ogrzywalski

In Jira Service Management if you change issue type then new "Customer Request Type" will be empty. If this is empty then customer won't see "Description" and other form fields in the customer portal view.

All comments

Alex Koxaras -Relational-

Hi @Mikołaj Ogrzywalski and welcome to the community,

That could happen for many reasons. But can you take a look at your issue's history and see what is changing the description of this issue? Paste a screenshot here is possible.

Erki Tammik

@Mikołaj Ogrzywalski

Alex Koxaras -Relational-

@Erki Tammik if the request type is empty, the customer will not have any visibility of the issue.

Erki Tammik

@Alex Koxaras -Relational- customers still can see ticket comments but not form fields set in Project settings->Request types. I just have a hunch that this might be the problem for @Mikołaj Ogrzywalski

Usually you need to remove "Reporter" and "Request participants" to limit issue visibility for customers in the customer portal. Issue security can affect visibility, but it depends how it's set up.

Mikołaj Ogrzywalski

Okay, how can I automate the assignment of the request type after changing the issue type?

Thank you in advance.

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