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Field Descriptions

Hi Guys, Just wondering if the field descriptions that show in the portal forms can be added or shown in the Service Desk view?

Portal Form View


Service Desk View


As you can see from the screenshots Descriptions are not pulled through. I have checked all the usual places and everything looks ok. Is this just how JIRA works?


1 answer

0 votes
Guilhem Dupuy Community Leader Dec 08, 2020

Hello Kerri,

The descriptions you see in the the Service Desk view and the Portal view are 2 different descriptions :

The portal one can be set from Project Settings => Request types

The Service Management one is set from the Jira Issue Settings => Custom Fields => Your custom field. A modification in this one will impact all projects that use this custom field.


Let me know if it helped,


Hi Thanks for that, I have checked the settings and this is how it looks in settings


but doesnt pull thru into the SD view



Anyone got any ideas if this is feasible?

Guilhem Dupuy Community Leader Jan 20, 2021

Hello @Kerri Simpson ,

If you want this description to appear in your customer portal, you have to also add it it in you Project Settings => Request Type, then edit each request forms you want it to appear in (in the Field help) :

Capture d’écran 2021-01-20 à 16.10.54.png

Hi Guilhem,

The Description is there in request settings but wont pull through to the SD


Guilhem Dupuy Community Leader Jan 29, 2021

Hi Kerri,

This is not normal at all, it should work then.

I'm afraid you won't have much more choice but to raise an issue to the Atlassian Support and see what they can do on their side :/ 

The Atlassian Support for Jira Software :

Like Guilhem Dupuy likes this

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