Show also description to end customers on JSM portal

[Raul Rossi]

When we reply to a ticket in the customer portal, only the subject field is visible, but not the ticket description.

In many cases, customers need to access the description to better understand our response.

How can we also add the description on the portal for an opened ticket?

Thx RR

[Anahit Sukiasyan · Accepted solution]

Hi @Raul Rossi

Hope the following steps can help you:

Add the Description to the Portal View

To show the description directly on the customer portal:

1. Go to Project Settings > Request Types.
2. Select the specific request type where you want to display the description.
3. Under Fields, ensure the Description field is added to both the Request form and Request view sections.
   • If it’s missing, click Add field, select Description, and place it where it’s visible to customers.

Enable the Description for Existing Tickets

For tickets that are already open:

1. Go to Request Types > Edit Fields for each request type.
2. Add the Description field to the Request view.
3. Customers will then be able to see the description when they view the ticket in the portal.

[Raul Rossi]

Hi, my ticket is an ask a question.

Do I need to add to Request Form and Issue view ?

[Anahit Sukiasyan]

Yes, it should be added to both sections.

[Raul Rossi]

Hi,

I can add description field only in one view.

When I add to Issue view, it's automatic removed from Request form.

[Anahit Sukiasyan]

Hi,

If your goal is to show the description after ticket creation, I recommend keeping the Description field in the Request view, as this will make the description visible whenever the ticket is created for all people who have access to it — the details might be collapsed by default, so they may need to click "Show details", but they'll be able to see it.

[Klaudia Schön_Deviniti_]

Hi @Raul Rossi

As Anahit explained, you can add the Description field directly to the Portal view.

Nevertheless, if your wish is rather display description in read-only mode after the Agent fill it out, I would encourage you to take a look ad 3rd party app called Extension for JSM.

Using this app, you can decide about the fields that could be shown for the customers - it's not the Description only but also priority, custom fields and even issue links!

More information (tutorials, demo recording, etc.) you may also find here: https://deviniti.com/support/product/extension-cloud/

Kind regards,
Klaudia