Description field not visible in clients portal

[Dymitr A]

Our clients use the JSM system.

Tickets in JSM are created in two ways - by the administrator through cloning a task from Jira and then transferring it to JSM, and by clients through a form available in the JSM portal.

If a client adds a ticket using the form, they can see all the details of the ticket in the portal. However, if the ticket is added through cloning and transferring from Jira, the user in the portal only sees the summary of the ticket (title) but does not see the description of the ticket in the portal.

The ticket has a request type set, so it is visible in the portal, and the form fields are not duplicated.

What needs to be done to make the description field visible in the portal for users when transferring a task from Jira?

cloud version

[Nikola Perisic]

Welcome to the community @Dymitr A 

When the issue gets cloned from Jira, does the user see the option See details?

[Dymitr A]

Hi @Nikola Perisic,
no. 

Only when the user submits the issue using the form, then can see the details.

[Dan Breyen]

Hi @Dymitr A welcome to the community!  Based on this Atlassian ticket, it appears something might still be wrong with how the Request Type is defined.  If you look at the ticket from the Agent View, do you see the correct Request Type set?  If you change it, then change it back, does the description then show?  That might indicate something is wrong in your cloning steps.  

Hope that helps.

[Dymitr A]

Hi @Dan Breyen,
thank you for your answer. 

If you look at the ticket from the Agent View, do you see the correct Request Type set?
- Yes I can see the request type setup in agent view, and in the portal view.
In the agent view I can see the description field, but I can not see it in the portal view. 

If you change it, then change it back, does the description then show?
- I tried this, and it is not working.

That might indicate something is wrong in your cloning steps.  
- Cloning or moving. But this is something that happens automatically, and at no stage is there an issue of field mapping.

[Dan Breyen]

I'd open a ticket with Atlassian Support and get their input.

[Dymitr A]

It will probably have to end that way.

I was hoping that, like most problems with JSM, this one could also be solved with the help of the community :)