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Created a custom field with default value but not appearing on Jira Service Desk

Deleted user November 25, 2018

Created a custom field - Incident Description

Set Configuration settings for this new custom field to:-

  • Apply to Issue Type = Incident
  • Apply to Project = {ServiceDeskProject}
  • Set/Edit Default Value = {set of questions for user to provide answer}

Then updated Jira Service Desk project by adding it to the relevant request type

  • + Add a field
  • Select Incident Description
  • Set Required to Yes

 

Now that I go to the service desk portal as a customer, I can't see the default value.

NOTE: This was working for the last month, and then the default value recently just disappeared on me.

Is it a permissions issue? Has jira change?

2 answers

1 accepted

0 votes
Answer accepted
Angélica Luz
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
November 27, 2018

Hi @[deleted],

Are you using Jira Cloud or Server?

I've tested here using Jira Cloud and it shows the default value on the customer portal. I've tested using the types: Date Time Picker, Text Field (single line) and Select List (single choice).
Can you please let us know what is the field type of "Incident Description"? Then we can try to reproduce here and check if this issue happens with a specific type of field.

If you are using Cloud:
Are you using the new customer portal or the old portal?
If you are using the old, can you please go to "Customize" in the portal and select to "Try the new help center"?

Regards,
Angélica

Deleted user November 27, 2018

Hi Angelica,

Are you using Jira Cloud or Server?
>> Its Jira Cloud

Can you please let us know what is the field type of "Incident Description"? 
>> Its "Text Field (multi-line)"

Thanks for the suggestion on Jira Cloud-will try to utilise the "new help centre" if its not already applied. Will get back to you shortly.

Cheers.

Deleted user November 27, 2018

Hi Angelica,

I have tried enabling "New Help Center", and although it looks great, the Incident Description field is still showing empty field and no default value updated.

Any other potential suggestions?

Cheers.

Deleted user December 2, 2018

@Angélica Luz - just quickly checking if you have any other potential recommendations? Cheers.

Angélica Luz
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
December 4, 2018

Hi Adrian,

I've tested here and it didn't work for me as well.
So, I've searched and found that this issue that we are facing is actually a bug:
- https://jira.atlassian.com/browse/JSDCLOUD-1295
Please, click on vote and watch to receive updates about the bug.
If you have any other question, please let us know.

Regards,
Angélica

0 votes
Henrique Bittencourt
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
November 27, 2018

Hi Adrian!

The field is shown in the customer portal, only the default value isn't appearing?

  1. Which type is the *Incident Description* field?
    1. It is a single line field?
    2. It's Multi-line field?
    3. Is an add-on custom field?

The default value is still set in the custom field configuration?

Deleted user November 27, 2018

Hi Henrique,,

The field is shown in the customer portal, only the default value isn't appearing?
>> Yes, the issue is the default value is not appearing on the customer portal when creating an incident

Which type is the *Incident Description* field?
>> Its an add-on custom and multi-line field

The default value is still set in the custom field configuration?
>> Yes, its clearly set in configuration

Deleted user December 2, 2018

@Henrique Bittencourt - just quickly checking if you have any other potential recommendations? Cheers.

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