JSM Descriptions Cutting Off

Question

We have a service management project that agents open tickets on in the "back-end" of Jira instead of through the portal.

One of our agents has noticed that sometimes when she copy/pastes a description into the field at creation, the full text is there. She creates the ticket and it gets assigned to a different agent.

When that agent opens the ticket, the description has been cut off. There does not seem to be any rhyme or reason to the length that its been cut off at. It doesn't happen consistently.

Does anyone know if there might be like some kind of trigger in the copy/paste selection that is causing the message to truncate? Has anyone else experienced something like this? I have asked her to walk me through the next time this happens, just to triple check that it's not user error.

Thank you!

Carla Ann Rowland · Answer

Have her test if it behaves the same in a different browser try chrome

Robert DaSilva_a432as · Answer

@Cailin Che Interesting! I would first ensure that the user has the most updated version of the browser installed.

According to what I can find, all latest versions of browsers are supported. https://support.atlassian.com/atlassian-account/docs/supported-browsers-for-atlassian-cloud-products/

If you're still noticing issues, I would probably recommend reaching out directly to Atlassian via support.atlassian.com, and let them know

* The issue itself
* The steps you've taken to troubleshoot

There may be a new issue with the new browser or with Jira Cloud that Atlassian has not identified.

Cheers,

Robert

Cailin Che_3cob1c · Answer

Updated information:

I met with the user today and we have uncovered more weird stuff.

She is using Edge. The system is not cutting her off, as we can both add to the descriptions after the ticket is created and I can paste the same information in and not have it truncate, both on my account and masquerading on her account. She doesn't have this problem on Chrome.

Could this be some kind of weird cookie? We did clear her Edge cache and will see if that helps. We have a number of sites and applications that require Edge, so trying to keep her from bouncing back and forth between browsers if possible!