Portal view after changing issue type from Incident to Change

[Jos Blokdijk]

Hi, when i change the type of an incident to change, the customer is missing a lot of information on the portal side from the initial created request.

How can i solve this? What do i need to change?

View when entered by the customer in the Portal:

After the issue-type is changed to Change:

[Fabio Racobaldo _Herzum_ · Accepted solution]

Hi @Jos Blokdijk ,

it seems that you moved your issue to a different request type. Plese verify what fields have been defined for the new request type

https://support.atlassian.com/jira-service-management-cloud/docs/customize-the-fields-of-a-request-type/

Hope this helps,

Fabio

[Jos Blokdijk]

Hi Fabio, first of all, thank you for you quick reply!

I think they are defined. I looked at the Description and Priority field for example:

And in Jira Service Management (not the Portal) i have this view

Am i looking at the wrong place?

Thanks, Jos

[Fabio Racobaldo _Herzum_]

Hey @Jos Blokdijk ,

please could you verify if the Request Type field is set on ticket JIRA side (not in the portal). For more information take a look to the following thread https://community.atlassian.com/t5/Jira-Service-Management/Description-field-on-My-Request-View-has-disappeared/qaq-p/1803655

Fabio 

[Jos Blokdijk]

@Fabio Racobaldo _Herzum_ Thanks, that did the trick! The request type was NONE.

After changing this, the description is now visible on the Portal.

Jos

[Fabio Racobaldo _Herzum_]

@Jos Blokdijk ;)

[Joseph Chung Yin]

@Jos Blokdijk -

I concurred with what @Fabio Racobaldo _Herzum_ suggested.  Typically, when one change the issue type of an request on the backend, one will need to ensure that Request form view has the same field exposed among the different Request Type (which you already did).  You should also check the Issue View have the same field exposed too.

The Request Type of the issue in question is also a key field that one need to ensure it is correct after an original issue is changed from one issue type to another issue type.

Another thing you can do - You can create an Change request, and observe how it is being displayed in the Portal UI.  

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

[Jos Blokdijk]

@Joseph Chung Yin thanks, i will also check and test this!