Customers can not see the description

[Shoeb]

Hello,

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

[Jack]

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?

[Daniel Ebers]

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:
https://support.atlassian.com/jira-service-management-cloud/docs/customize-the-fields-of-a-request-type/

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

Cheers,
Daniel

[Shoeb]

Thanks Daniel.

[Dirk Ronsmans]

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.