Disappearing Description field

[Asszonyi Zsuzsanna]

Hello,

We are using JSM Cloud version. Since the migration (in April), from time to time we recieve notifications from our customers that they don't see the description field on portal. This notification comes from different projects/organizations and about different request types.

This is how it is set, and when we recieve our Customers notification, the Description field is in the righthand side panel. Also it requires a translation everytime when it is moved back, to the form.

I don't see the pattern in it, but I'm pretty sure that the trigger event should be the same in every case. Does anyone have any idea what may cause the change of the saved request type's fields setting?

[Marini Marini · Accepted solution]

Hi @Asszonyi Zsuzsanna 

I faced the same issue a few weeks ago not just in the Description fields but also in other fields.

In our case, it is due to one of our team members going to the Request Type's Issue View and keeps on adding the fields back to the Description fields section thinking that we need to do that. Apparently, if you do that, the field will be removed from the Customer Form.

I think after you configured the Customer form fields, those fields will be added to the Issue View main sections automatically. So, we do not need to go to Issue View and add those fields again. We only need to add other fields that are needed to be added to the issue View main section.

You might be facing the same issue.

Thank you,

Marini

[Asszonyi Zsuzsanna]

Dear Marini,

Thank you very much for highlighting this option! Since we have more administrators in projects, then before, it can be a possible cause.

I discuss it with them.

Thank you again!

Zsuzsanna