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Incident description not seen in portal

I have several issue types - for example service requests and incidents. If customer reports an issue via portal, it is in some cases SR and some cases incident.

Problem is that reporter sees in portal only the description him/herself added if request is service request but if it is incident they only see summary in portal. What is the problem there? I as an agent see the description in jira no matter if it is service request or incident. What permissions or settings i should check?

1 answer

0 votes
Fahad Siddiqui Community Leader Sep 09, 2020

@Kerli_Loopman check your Request types fields.

This request form is linked to the following issue type:

What ever fields will be used below in visible fields 

the same will be displayed on customer portal.

Do you mean I should go to "Project settings" - "Request types" and then check visible fields? There is a problem. In default every request is service request and fields are visible but I have an automation that changes the issue type from service request to incident if component matches. This is what is causing them to not see incident description but where or how can i make it visible for them?

Fahad Siddiqui Community Leader Sep 09, 2020

What is the automation settings can you please share?

When: Issue created (Rule is run when issue is created.

If: Component contains any of "aaa", "bbb"

Then: Edit issue fields

Issue type - incident, Priority - high

Fahad Siddiqui Community Leader Sep 09, 2020

What is the name of automation?

Transition on customer comment?

There is two ways to do automation in Jira SD. First is "Project settings" - "Automation", the second one is same place when you scroll down "Project settings" - "Project Automation" which is where I made my automation. There you set your own name for automation so this name would not help to solve my issue.

Fahad Siddiqui Community Leader Sep 09, 2020

Hear i would recommend before coming to any conclusion, can you roll back the automation and then do a small test to find out the cause.  

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