Description of the request is disappeared from customer portal, when changing the request type

[Musa Cuvarov]

Dear all,

I have noticed that when I update the request type field, the description field is not shown on the portal view of this request.

When I change the request type back to the previous one, it shows correctly.

Could you please suggest a solution?

Thank you.

Regards

[Jack Brickey · Accepted solution]

Hi @Musa Cuvarov ,

a bit surprising. can you verify that the new request type is configured to display the description? Go to project settings, and then request types click on the new request type and inspect.

also, if you change the request type back is it displayed? Does this occur when changing it to any other request type or just a specific one?

[Musa Cuvarov]

Hi Jack,

As I checked, the description field for this request type was missing, which was the reason. 

Thank you.

Regards

[Anthony Morais]

Hi @Musa Cuvarov 

When the description is not displayed on the customer's order, it indicates that the order type is empty.

The request type is responsible for making the ticket visible in the portal and also for triggering notifications to customers.

When you change the issue type, the request type will be left blank and this will affect the description.

So to resolve this go to the ticket in the agent view and select a request type.