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Service Desk Cloud and Missing Portal Descriptions & Instructions

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!

2 answers

1 accepted

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Answer accepted
Radu Atlassian Team Aug 20, 2019

hi @Lauren Mullaney-Reid ,

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

Looking into this.


Radu Atlassian Team Aug 20, 2019

@Lauren Mullaney-Reid We've found an issue and will be taking care of it here -> .

Like Lauren Mullaney-Reid likes this

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

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

Radu Atlassian Team Aug 21, 2019

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.

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