Created a custom field - Incident Description Set Configuration settings for this new custom field to:- * Apply to Issue Type = Incident * Apply to Project = {ServiceDeskProject} * Set/Edit Default Value = {set of questions for user to provide answer} Then updated Jira Service Desk project by adding it to the relevant request type * + Add a field * Select Incident Description * Set Required to Yes Now that I go to the service desk portal as a customer, I can't see the default value. NOTE: This was working for the last month, and then the default value recently just disappeared on me. Is it a permissions issue? Has jira change?

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; } } }

Created a custom field with default value but not appearing on Jira Service Desk

unknown

Created a custom field - Incident Description

Set Configuration settings for this new custom field to:-

Apply to Issue Type = Incident
Apply to Project = {ServiceDeskProject}
Set/Edit Default Value = {set of questions for user to provide answer}

Then updated Jira Service Desk project by adding it to the relevant request type

+ Add a field
Select Incident Description
Set Required to Yes

Now that I go to the service desk portal as a customer, I can't see the default value.

NOTE: This was working for the last month, and then the default value recently just disappeared on me.

Is it a permissions issue? Has jira change?

Accepted answers

Angélica Luz

Hi @[deleted],

Are you using Jira Cloud or Server?

I've tested here using Jira Cloud and it shows the default value on the customer portal. I've tested using the types: Date Time Picker, Text Field (single line) and Select List (single choice).
Can you please let us know what is the field type of "Incident Description"? Then we can try to reproduce here and check if this issue happens with a specific type of field.

If you are using Cloud:
Are you using the new customer portal or the old portal?
If you are using the old, can you please go to "Customize" in the portal and select to "Try the new help center"?

Regards,
Angélica

All comments

Henrique Bittencourt

Hi Adrian!

The field is shown in the customer portal, only the default value isn't appearing?

Which type is the *Incident Description* field?
1. It is a single line field?
2. It's Multi-line field?
3. Is an add-on custom field?

The default value is still set in the custom field configuration?

Angélica Luz

Hi @[deleted],

Are you using Jira Cloud or Server?

If you are using Cloud:
Are you using the new customer portal or the old portal?
If you are using the old, can you please go to "Customize" in the portal and select to "Try the new help center"?

Regards,
Angélica

unknown

Hi Henrique,,

The field is shown in the customer portal, only the default value isn't appearing?
>> Yes, the issue is the default value is not appearing on the customer portal when creating an incident

Which type is the *Incident Description* field?
>> Its an add-on custom and multi-line field

The default value is still set in the custom field configuration?
>> Yes, its clearly set in configuration

unknown

Hi Angelica,

Are you using Jira Cloud or Server?
>> Its Jira Cloud

Can you please let us know what is the field type of "Incident Description"?
>> Its "Text Field (multi-line)"

Thanks for the suggestion on Jira Cloud-will try to utilise the "new help centre" if its not already applied. Will get back to you shortly.

Cheers.

unknown

Hi Angelica,

I have tried enabling "New Help Center", and although it looks great, the Incident Description field is still showing empty field and no default value updated.

Any other potential suggestions?

Cheers.

unknown

@Henrique Bittencourt - just quickly checking if you have any other potential recommendations? Cheers.

unknown

@Angélica Luz - just quickly checking if you have any other potential recommendations? Cheers.