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Reporters not able to see description for the closed issues

HI team,

We got a complaint from the reporters of the issues that they are not able to see description of the closed issues for which the request type has been changed.

  • Issues came as Request type- Incidents . Our team changed the request type to service request (as per the request) and resolved /closed the requests.
  • When reporters look back to the request they have raised that are closed now they won't b able to see the description.

Please get this fixed so that they see description of the issues.

Thanks,

Jyoti

1 answer

0 votes
Trudy Claspill Community Leader Dec 14, 2022

Hello @jyoti29 

Welcome to the community.

Are you talking about issues in a Jira Service project? Users should be able to view their closed issues through the Customer Portal and see the original description and comments added.

If your customer/users are not experiencing this, can you provide a screen image of what they do see?

Hi Trudy,

Thanks for the quick response.

Please find attached screenshot from customer for a scheduled case for which description is not visible.

NOTE: Problem is same with both closed and scheduled request.

image-20221128-155916.png

 

Please let me know if you need more information.

Thanks,

Regards,

Jyoti

INTERSPORT OPERATIONS

Trudy Claspill Community Leader Dec 14, 2022

Hello @jyoti29 

If one of your service agent team members views the request in the Customer Portal, do they see the Description information?

Screen Shot 2022-12-14 at 10.43.58 AM.png

Hi @Trudy Claspill ,

Yes we can see request details in there portal only in case of open issue.

When request is closed and we try to see the request in their portal we are not able to see the details. see below image.

Closed_request_customer_portal.jpg

We can see request detail in their portal in case of open issues only.

open_request_details_visible.jpg

 

So we can say that issue is on both sides.

Neither we can see closed or scheduled request in their portal nor they can see.

Both can view details for open requests.

Thanks

Jyoti

Trudy Claspill Community Leader Dec 16, 2022

When viewing the issues outside of the portal, does the Request Type field have a value? 

I have seen posts that indicate if the Request Type field does not have a value, then the Description may not be visible in the Portal.

https://community.atlassian.com/t5/Jira-Service-Management/Issue-Description-not-visible-in-customer-portal/qaq-p/1709435

Hi @Trudy Claspill ,

Request types always has a value.

We got request from them with a value always.

But still not able to see description.

There are mandatory fields so always has some value.

Thanks,

Jyoti

Trudy Claspill Community Leader Dec 20, 2022

I recommend that you have one of your Jira Administrators reach out directly to Atlassian Support to ask about this issue. Then please report back here what you learn.

https://support.atlassian.com/contact/#/

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