Description field goes missing for no reason

[Lakshmi Kumari]

Team,

This is the 3rd time I am encountering the issue wherein the description field just goes missing for some reason and the customers were unable to raise a request. This has caused lot of confusions. I have added the description section again for all the request types but would like to know the reason why it just disappears for no reason and please share a solution to fix it once and for all.

Regards,

Lakshmi

[Christopher Yen]

Hi @Lakshmi Kumari 

If you go to project settings > request management > screens are there other projects sharing your screen scheme? There could be another admin modifying the screen for their project needs which is affecting yours. 

[Petru Simion _Simitech Ltd__]

Hi @Lakshmi Kumari , 

You could try searching for every issue, the history tab.

This can proove time consumming and error prone, since the Description field could be altered multiple times.

If you are open to ussing apps, you can use Issue History Dashboard for Jira, an app released by our company.

https://marketplace.atlassian.com/apps/1235591/issue-history-dashboard-for-jira?hosting=cloud&tab=overview

Set the value of Updated Field to Description, and you can find all issues in a project that have had the value of Description changed. If it was deleted, the Value To will be empty.

Regards, 

Petru

[Tomislav Tobijas]

Hi @Lakshmi Kumari ,

Question - are you using standard request type fields or JSM forms?

I don't think either change is logged to Jira audit log, but it could help with checking if there are any open issues related to this. Although, I've never experienced it so cannot talk about anything for sure.

Cheers,
Tobi

[YY Brother]

Hi @Lakshmi Kumari 

I think you  could go to History tab in the JSM ticket detail view page so get the root cause.

Thanks,

YY Brother