Body of Email Missing in Service Desk Customer Portal

[Joseph Sacco]

Hello,

When you email techsupport@(my organization.com) a ticket is created in Jira and can be viewed from the customer portal. However, the customer is only able to see the subject of their email. The body of the email doesn't seem to show up in the portal. 

Is anyone else experiencing the same issue or solved this?

Thank you!

[Joseph Sacco]

Hi Jack,

Yes, it is on all requests made in this fashion. I confirmed with a few colleagues. It was created by email and viewed via the portal. I'm wondering if the email parser is the issue? I was able to reproduce the issue with a test ticket sent via email.

Jira Guy: 

The ticket was created via email.

[jira guy]

I totally get it. If the ticket wasn't created via email, there would be no description. You email parser is working fine.

Did you even try my suggestion to see if it works?

[jira guy]

make sure to add description field to the service desk request type. this should resolve the pbm

[Jack Brickey]

I am not seeing this. Have you verified that the "Description" in JSD indeed contains text. Can you share a screenshot from both the portal and JSD detailed issue view that illustrates this?

[Joseph Sacco]

Internal Ticket (Top) Customer Portal (Bottom)

[Jack Brickey]

is this on all issues? was this created by email or portal? is it possible the description was created after the fact? can you reproduce? if so how.

[Jack Brickey]

as JG conveyed please be sure you have the "Description" field included in the request type used for email. I assumed that this was already the case but should not assume anything here. :-)