Service Desk Cloud and Missing Portal Descriptions & Instructions

[Lauren Mullaney-Reid]

Good afternoon!

I am in the process of setting up Jira Service Desk (Cloud) for my organization, and I am experiencing what I think is an odd issue. 

For each of my request types, I've included a portal description and portal instructions so that our users can determine which request type would suit them best.

However, when I look at the customer portal, I see neither the portal descriptions nor the portal instructions. All I see are the icons/logos of each request type and their titles.

I've read a few articles on here talking about fields being hidden from users, but in my settings I do not appear to be able to control this:

And this is what I see when I am looking at the customer portal:

What am I missing? I would like the users to see these descriptions so they can pick the best option for them.

Thank you!

[Radu · Accepted solution]

hi @Lauren Mullaney-Reid ,

You're totally right,  not missing anything. The fields don't appear on the portal.

Looking into this.

Radu

[Radu]

@Lauren Mullaney-Reid We've found an issue and will be taking care of it here -> https://jira.atlassian.com/browse/JSDCLOUD-8376 .

[Lauren Mullaney-Reid]

Thank you @Radu ! I'll keep an eye on that ticket! 

[Lauren Mullaney-Reid]

I see the ticket is marked as done, and now my descriptions are appearing in the portal. Thank you very much!

[Radu]

Happy to help. Thanks you for bringing this up. If you should have troubles in the future  a support ticket might be faster as that is a monitored queue.