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Customers are unable to see the description of a case if the case is of type defect


External users have been unable to see their descriptions once we make a case a defect in service desk. Is there a setting for this? this did not used to be an issue. 

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Hello Christopher,

Thank you for reaching out to Atlassian Community!

When this issue happens, where the description is not shown in the portal, usually the request type is empty.

By default, when the request type is empty the ticket won't show in the portal, but we've seen cases that when a ticket is moved, the issue type is changed, the ticket will be visible, but not the description.

Please, check the request type of the ticket and if it's empty, just select one and check the ticket in the portal again to check if it works.


Hi Angelica,

Thank you so much i missed that you're the best. 

Like Angélica Luz likes this

Hi Angelica,

So it looks like the issue is due to the "Defect" ticket type not having a request type that is view-able to the client. Is there anyway to make it view-able without showing that ticket type to the client. Or do i have to show an external request type for ticket type of defect. 

Hi Christopher,

You can create the request type and let it hidden from the portal. So, when you move the ticket, you can set this request type.

Screen Recording 2019-12-09 at 11.04 AM.gif

When the request type is hidden, customers can't create tickets, but they will be able to see the ticket on their requests' list.


Hi Angelica,

I did try this and they are able to see them in their queues however they are unable to see the description and any attachments. is there a way to keep it hidden so that they are unable to submit a ticket of that type while also allowing them to continue to see the description. 

When we create a new request type, the only field added is the Summary, so what may be happening in this case, is that the Description and Attachments were not added.

Please, go to the Request type to add the fields and test again.

Screen Recording 2019-12-11 at 02.27 PM.gif

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