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ISSUE: Jira Customer Portal No longer showing custom fields


One of our customers pointed out that they are no longer seeing Account ID's on requests.

When you open a request in the customer portal it is missing any custom fields that they had filled out in the submission of their issue. Please see attachment.issue-jira.png

Then on our end this is what we are seeing.

issue-jira-2.pngPlease assist on getting this information back to our customers.


Thank you!

1 answer

1 accepted

1 vote
Answer accepted

Hello Christopher,

Thanks for reaching out to Atlassian Community and for the screenshots.

I can see that the request was created by email (or using the request type for email) where only Summary and Description are required and all other fields are optional.

I tested here adding some fields in the form and creating the ticket through the portal and all fields I filled is showing after the ticket is created:

Screenshot 2019-11-07_16-08-13-741.png

Just for us to better understand the issue, is the AccountID a custom field for the customer to fill when creating the ticket? 

Can you share with us the form and what is the type of the fields? So, we can test using the same options here.


Hello @Angélica Luz ,


Here are some screenshots for you. The requests were created via Portal. I did a run through so I could show you step by step.

account -maintenance.pngOther-fields.pngThen Raising the request through portal.


Hope these help. Thanks Please let me know if there is anything else I can assist with finding an answer. 


Thank you!

Like Angélica Luz likes this

Hi again @Angélica Luz ,

I updated Support so is shows as Other instead of Email Request and it is working properly now. Not sure if you want to keep this as a bug but it is fixed for me now.

Thank you! 

Like Angélica Luz likes this

Thanks for sharing, Christopher.

I edited the Emailed request on my test site and added the same fields, but it worked when creating a ticket as a customer or admin, so I’m not sure what was causing the field to be hidden after the ticket was created.

I’m glad that it’s working now. If this issue happens again, please let us know.

@Angélica Luz, I am also not sure why this is happening. But I am glad that we came up with a solution. I did a bulk change on all requests that were "Email Request" for that customer and he can now see everything so that worked out well.


I appreciate all of the double checking and assistance provided. Atlassian Team is great!


Thank you!

Like Angélica Luz likes this

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