Field "description" is visible in JIRA issue view, but isn't visible in request portal view

[Arnis Riškovs]

We use JIRA Cloud. Field "description" is visible in JIRA issue view, but isn't visible in request portal view (link [View request in portal]). I have JIRA administrator role. For some users, the "description" appears in both views. What needs to be done for all users to see the field in both views?

[Arnis Riškovs · Accepted solution]

Hi Angélica,

Unfortunalely isn't possible click on "Show details" because ticket in the portal don't offer "Show details".

Regards,
Arnis

[Angélica Luz]

Thank you for the information, Arnis.

Just to make sure we are on the same page, are you using Jira Cloud or Server?

Can you share with us a screenshot of the affected ticket?

[Arnis Riškovs]

Hi Angélica,

Our team use Jira Cloud. I attached JIRA issue's view and portal view.

[Angélica Luz]

Thank you for the screenshots @Arnis Riškovs

The Request type on the ticket is empty, that's why the description is not visible in the portal.

Please, select a request type for the ticket and the description will be available in the portal.

[Arnis Riškovs]

JIRA Service Deck offers an issue type and request type. What difference between these types? What are their recommended usage practices?

[Angélica Luz]

The issue type is used internally and visible to agents, it's something that customers won't see. 

Request types are visible to customers in the portal and also what triggers the notifications for them and allow the ticket to be visible in the portal.

All tickets have an issue type, it doesn't matter if it's a Service Desk, Software or Business project.

Service Desk is the only type of project that has the Request types and it works with the Issue type to provide the functionalities as to show tickets in the portal, notifications, and Request types are more "customer friendly" than Issue types.

For more information, please check the documentation below:

• Jira Service Desk: Issues vs. Requests

[Angélica Luz]

Hello Arnis,

Thank you for reaching out to Atlassian Community!

When the description is not visible in the portal, it can be related to the Request type.

Please, check the ticket and confirm if the request type is correctly filled.

Also, weeks ago a new version of the portal was released and now the description and other fields are hidden by default. Please, open the ticket in the portal and click on "Show details".

Do you know if customers are able to see the field as well and if this is happening for all tickets?

Regards,
Angélica