unable to view detail in some issues via the portal (post-migration to cloud)

[Lois Graham]

We migrated to the Cloud (from Server) with assistance from a vendor. I'm sorting through a LOT of post-migration cleanup tasks especially related to Service Desk / Service Management. This one really has me scratching my head.

A customer can access the list of their existing tickets in our system via our Service Management portal but they're not always able to see the issue's DETAILS. I can verify this with my administrative account also. Some tickets include detail and some do not.

We have no issue permissions set at the project level.

Any ideas? This ticket should have some instruction for helpdesk and a list of individuals, but when accessed in the portal, none of that data is available:

[Deniz Tımartaş · Accepted solution]

Hi,

Do you have those fields in your request form? If so, I recommend raising this issue to Atlassian Support here https://support.atlassian.com/contact/#/.

[Lois Graham]

D'oh! Looking at the differences between the ones we COULD view properly and the ones we could NOT, I found that the request type was one created by our migration vendor as a catch-all for problem issues. And you were right - the only field available on that request type's form was "summary".

Fixed - thanks for the pointer, @Deniz Tımartaş 

[Deniz Tımartaş]

Your welcome!