Jira tickets are coming in with lot of missing fields in Description

[Prasad Narvekar]

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

[Joseph Chung Yin]

@Prasad Narvekar -

Please provide more clarification on your issues, it is not clear on what you mean by missing fields in the Description?

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Jehan Gonsalkorale]

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

[Prasad Narvekar]

Thanks, @Jehan Gonsalkorale We will take a look if that helps and let you know.