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Customers can not see the description

Shoeb I'm New Here Dec 30, 2020


We have received feedback from our customer that our service desk customers can't see the Description field and Attachments in their own requests and requests shared with them. They can see the title and comments. Is it something regarding configuration?
Thanks in advance!
Best regards
Shoeb Hassan

3 answers

0 votes
Jack Community Leader Dec 30, 2020

Hi Shoeb, welcome to the Community!

Where is it that they cannot see this? I assume the Portal? Have you logged into the portal as a customer and observed this behavior. In short please confirm the claim and if possible share a screenshot of the same. Is it only certain customers or all customers. Is it one project or all projects?

0 votes
Daniel Ebers Community Leader Dec 30, 2020

Hi @Shoeb

assuming this is a classic Service Management project you can hide/remove fields from the customer portal's view.

Please check in your configuration if the elements were removed/hidden.

I will attach a screenshot for better understanding:


Here is the relevant documentation to it:

When you choose the project you go to Project Settings >> Request Types in order to setup this.


Shoeb I'm New Here Dec 30, 2020

Thanks Daniel.

0 votes
Dirk Ronsmans Community Leader Dec 30, 2020

Do you maybe have a screenshot example?

If the can initially enter it it should be on the request form.

Only thing I can think of is the auto hide of the details that is enabled since a while. 
It makes it so you only see the title and comments. 
The customer can however expand the details section to see everything again. (On the portal for that specific request)

its part of a more optimised/clutter free view on the portal. 

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