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What is the difference between "Field Help" and "Description"? Field Help overrides Description?

When entering the Description for a Custom Field, this does not affect the Field Help instruction field in the customer portal. They are accessed two different ways but are attached to the same field. Is there any way to get Description to override Field Help in the Customer Portal for its Request Type?

 

Project Settings > Request Types > Actions > Edit Fields > Field Help (Optional)

Administration > Issues > Custom Fields > Actions > Configure > Modify Configuration > Description (Optional description for this context)

 

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Hi James,

The difference is that one is for internal users that will be able to see the description when creating a ticket through the + button and the other is only for customers to see in the portal.
For internal users, the correct place to set a description is Jira settings > Issues > Custom Fields > Actions > Edit. So, it will appear on the creation and edit screens for internal users.
For customers, the best option is to use the field help.

Regards,
Angélica

Thank you Angelica,

How is the field help screen linked to the Custom Field? It seems like Request Types only pulls in Field Help and not the Description field for the portal. It seems that anything in Field help will override text that is in the Description field in the portal. Is there any way to override this so the Description appears everywhere?

Thanks,

James

The field help is not linked to the custom field, it only a field where you can add some text to help the customer to fill the form in the portal.
The other description set directly in the field will only appear for internal users when they create tickets internally.
For us to better understanding what is happening, can you send us a screenshot of the Description in the portal? When you set a description directly in the field on Jira settings > Issues > Custom Fields > Actions > Edit, is it showing in the portal?

I can see that now.

"Description" will appear on a Create issue internally, but not in the Jira Service Desk customer portal. It shows in small lettering beneath the a text box. It will not show up on Jira Service Desk customer portal.

"Field Help" will appear on a "Raise a Request" in grey to the right of the text box. It will not appear on the Create issue screen.

One field does not affect the other.Screen Shot 2020-08-21 at 3.56.02 PM.pngScreen Shot 2020-08-21 at 3.56.27 PM.pngScreen Shot 2020-08-21 at 3.56.57 PM.pngScreen Shot 2020-08-21 at 3.57.48 PM.pngScreen Shot 2020-08-21 at 3.58.11 PM.png

Like Angélica Luz likes this

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