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Jira service management agents can not see fields of the reported issues

gfernandez
gfernandez Feb 17, 2021

Hello,

I hope someone can help.

Some clients are registering some issues from Jira portal, but once the issue is notified to the agent agents can not see the fields filled by the client. The clients have filled the fields because some of them are required. We have different projects in JSM. It seems to be happening only to one project.

I would appreciate any help to fix it.

Many thanks in advance.

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gfernandez
gfernandez Feb 17, 2021

It seems to be fixed now. I guess JIRA support fixed it. Thanks everyone.

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JT
JT Feb 17, 2021

We have the same issue. its there but not shown. when you export the issue in word fi, it shows the description.

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gfernandez
gfernandez Feb 17, 2021

Thanks Johannes for this trick. Anyway, I hope someone form the JIRA support fix it. I cannot force all the agents to do this. This is annoying.

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John Funk
John Funk Community Leader Feb 17, 2021

Hi @gfernandez - Does the value not show in the Queue?

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