Created a custom field - Incident Description
Set Configuration settings for this new custom field to:-
Then updated Jira Service Desk project by adding it to the relevant request type
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?
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
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.
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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.
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@Angélica Luz - just quickly checking if you have any other potential recommendations? Cheers.
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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
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Hi Adrian!
The field is shown in the customer portal, only the default value isn't appearing?
The default value is still set in the custom field configuration?
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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
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@Henrique Bittencourt - just quickly checking if you have any other potential recommendations? Cheers.
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