Imported tickets - Description not showing on the customer portal

[Brooke B]

We moved across to Jira Service Management last week (yay for us, we are loving it!) and our customers cannot see the description or comments on the imported tickets. All they can see is the subject/ticket title. 

What can I do to improve their visibility on the ticket details?

Thanks in advance for your help.

[Brooke B · Accepted solution]

Hi Manav,

Thanks for your response.

The customers couldn't see the description for the ticket they logged on a different ticketing system. I imported the tickets with all the information from the other ticketing system into JSM using .csv but they weren't able to see the description (although I could).

I figured out the solution. When setting up the request type, I removed the "Description" from the Request Form and put it in the issue view. This prevented the customer from being able to view the description of the issue in their portal. When I moved the description back to the request form (when configuring the request type) they were able to see it again.

Thanks for your quick response and willingness to help!

Brooke

[Manav Shah]

So, just to clarify, you or the customers are exporting the tickets from JIRA, maybe in excel? and they are unable to get the description/comments field?

If that is the case, you can change the default export values in the table view.