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Issue view (request form) is not updated in the support

Tina Lau
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September 6, 2023

I've some different request forms. Been working for a while now. 
I'm creating a new request type - it is almost identical to the one we use for bugs, but now the issue type is support. That is the biggest difference between the two request types.

The problem I have with the new request type is, that my changes from the settings don't show in the Support. I have saved and double-checked several times and sent several support mails to check. I can't figure out what the problem is. 

1. This is the request form. It appears correct on the client support portal. 
request form.png 
2. Below is the issue view. 
I need all the above information in "description". 
This is where it goes wrong. But it has the same settings as our other request type that actually works. 

actual issue view.png

3. This is the actual view of a support issue created from the client support portal. 
I don't understand why the field from the request form is spread out on the page (some below the description - some under details. Also, now there is a 'Workaround' field. 
actual issue view.png

 
I hope one of you can help me figure out, where I did something wrong. 

For comparison - this is from the one that is more or less identical and works:

issue view settings:
bug issue view.png support  bug actual bug.png

1 answer

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Teja
Community Leader
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September 13, 2023

Hi @Tina Lau 

Welcome to the community!

I understand the you want to display all the fields which customer fills in the portal under the description field.

To do so, in the view settings, drag and drop all the fields you want to display under description field from context fields to description fields and save it to reflect in the issue view screen.

Picture6.png

please accept the answer if it helps.

Thanks,

Tejaswini

Tina Lau
I'm New Here
I'm New Here
Those new to the Atlassian Community have posted less than three times. Give them a warm welcome!
September 15, 2023

Hi Tejaswini, 

Thank you for answering. I found out the problem myself - I have two kinds of request forms with the same issue type. So that is why my changes wasn't published. 

 

Regards, 
Tina

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