1. I'd like to add multi-text into "Customer portal fields" but I couldn't find it. So instead I decided to add some default context into description so that the reporter can input the necessary message that is useful for me. But I found I also couldn't do that.
How should I do?
Based on this you can add default values to custom fields, but not to system fields such as Description
https://community.atlassian.com/t5/Jira-questions/How-do-I-pre-populate-text-to-a-description-field-on-JIRA-Cloud/qaq-p/456606
But I'd recommend that you add text into Request type Field help instead of the field itself.
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