Description field not visible in clients portal

Dymitr A

Our clients use the JSM system.

Tickets in JSM are created in two ways - by the administrator through cloning a task from Jira and then transferring it to JSM, and by clients through a form available in the JSM portal.

If a client adds a ticket using the form, they can see all the details of the ticket in the portal. However, if the ticket is added through cloning and transferring from Jira, the user in the portal only sees the summary of the ticket (title) but does not see the description of the ticket in the portal.

The ticket has a request type set, so it is visible in the portal, and the form fields are not duplicated.

What needs to be done to make the description field visible in the portal for users when transferring a task from Jira?

cloud version

Dan Breyen

Hi @Dymitr A welcome to the community!  Based on this Atlassian ticket, it appears something might still be wrong with how the Request Type is defined.  If you look at the ticket from the Agent View, do you see the correct Request Type set?  If you change it, then change it back, does the description then show?  That might indicate something is wrong in your cloning steps.  

Hope that helps.