Issue with type "Incident" doesn't display description in the customer portal

Hi, we've created an issue with type "Incident" and Request type "Incident" in a Service Desk project, but the customer can't see the description field. We tried to change the type of the issue, and when we assigned the type "Change request" to the issue, the description field is visible.

It seems that something is wrong with the content shown in the customer portal when the issue type is "incident". For the moment we've changed the type of the issue as a workaround but since we'll need to use the Incident type in the future, we're opening this issue.

Thanks a lot in advance.

1 answer

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Accepted Answer
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Henning Tietgens Community Champion Apr 05, 2017

Hi,

some checks:

Is the description listed in the Visible Fields for the Incident request type (see https://confluence.atlassian.com/servicedeskcloud/configuring-request-types-and-workflows-732528910.html#Configuringrequesttypesandworkflows-CustomizingFieldsCustomizethefieldsonarequesttype)

Is the description available for the issue type and available on the create screen?

Henning

That was the problem. The field "description" was not added to the Visible Fields for the Incident request type.

Thank you so much, Henning!

Regards.

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