Jira tickets are coming in with a lot of missing fields in the Description. forget about the data in fields but even the Fields are not available themselves
Hi Prasad,
I suspect this is due to the new release where the "Create" experience is now surfacing the Request Type configuration.
You can read more about it here: https://community.atlassian.com/t5/Jira-Service-Management-articles/Improving-the-Create-Issue-Experience-in-Jira-Service-Management/ba-p/2071476
This release is intended to make it easier for admins to configure end user experiences (without needing to configure the create screen directly).
I would recommend adding those fields to the intake form for those request types and the fields will appear.
Alternatively, you can "set a preset value and hide from portal" if you want the fields to only be visible to agents.
Does this help?
Best regards,
Jehan Gonsalkorale
Product Manager, Jira Service Management