Assuming you are an agent and looking to raise a request on behalf of an existing Customer in your JSD, you would be able to do that by logging into that instance, clicking on Create and continuing to add values on the fields provided in the Create screen that you see (making sure the project you select is the JSD project you are interested in). When you fill this, the Reporter field needs to be changed to the Customer you are wanting to report this ticket on behalf of. You can also do this by accessing the requests through the Customer portal directly or from the sidebar of your Service Desk project as detailed here - https://confluence.atlassian.com/servicedeskserver/raising-requests-on-behalf-of-customers-939926455.html
But I see that your question is about adding a Description vs a Comment. I am not sure what you really mean by this. Your Request Type create screens should have Summary and Description that you will be able to add text to. And typically when the ticket is created, you will be able to add comments to it. I can help further if you are able to elaborate on your question a little more.
Thank you, but I am good with the creating of tickets on behalf of a customer.
The problem is when I do this, the summary field comes up, followed by a comments field. No description field is presented and so the description of the problem ends up in a comment.
When I log a ticket directly as an agent it's fine.
Not sure what happens when a customer raises a ticket directly as I can't see that functionality and our customers haven't raised any themselves yet!
I can't see anything in the config that I can fix.
Hoping you can help
Cheers
Gillian
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