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service desk bug description field isn't working after update

we recently updated our jira (software 8.12, core 8.12 and service desk 4.12).

since then, in service desk tickets eg. bugs, the description field and the comment fields are showing strange behaviour.

  • The field is there, but if writing text to it, the text isn't shown to the user.
  • if clicking the edit-pen
    • already inserted text isn't shown
    • the switch between Visual and Text is grayed out
    • the field gets a blue border
  • jira_sd_problem.png
  • if clicked into the field, the inserted letters are interpreted as shortcut, opening other functions of jira like "Assign to:"


Problem appears only on the Service Desk Projects. In Software-Projects it works.

Screens, field definitions, permissions,... havn't changed. Thinks worked fine before.


Can you please help me, finding the problem?



2 answers

1 accepted

0 votes
Answer accepted

okay, we had a problem with our proxy server.

0 votes
Fahad Siddiqui Community Leader Sep 10, 2020

In description below instead of visual can you click text and see if the details are appearing or no? 

I can't switch between visual and text - both are grayed out.

Fahad Siddiqui Community Leader Sep 13, 2020

@GD please go through the below link, this will help in fixing your reported issue. 

unfortunately thats not working - I think there is a problem with the field renderers, any suggestions where to check this? 

jira logs following error: "...Error getting the field renderers for projectKey ... or issueKey null: java.lang.IllegalStateException: Duplicate key jira-text-renderer"

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