How to see the initial description of an issue in its history?

[Manuel Pallier]

Is there any way to get the original ticket description - as entered by the customer - after an agent has changed it?

When I change a ticket field the change is written to the ticket history. For some fields both the old and new values are shown. But for other fields - looks like for all long/formattable text fields - only the new value is shown. So I can't see the initial value of the description in the history.

[Anahit Sukiasyan]

Hi @Manuel Pallier

Welcome to the Community!

I guess, in Jira Service Management, once a ticket description is edited by an agent or user, the original description is overwritten and cannot be directly retrieved from the history if it is a long text or formattable field. A workaround can be Jira’s audit logs (if enabled), sometimes they capture field changes for administrative tracking.

[Manuel Pallier]

Hi,

It looks like the audit log only contains configuration changes. I can't find any ticket data there.

[Yuliia_Borivets__SaaSJet_]

Hi @Manuel Pallier 

The ticket history should preserve the initial description value, but it doesn't preserve the formatting and it's not easy to identify what was changed:

Other options to check description updates:

• Activity Streams built-in gadget on Jira dashboard. You can filter by issue and find the initial entry of the description.

• Issue History for Jira app developed by my team. It highlights what was removed (red) and added (green) and saves formatting.

[Manuel Pallier]

The ticket history doesn't show the initial value for me:

The activity stream doesn't show anything for me. I'd have to check if there are any settings for it.

Your app looks interesting. But I'd really like to know why I doesn't see the things in the original UI that seem to work for you.