How do I display a Description in Service Desk for Jira created issues?

[Dean Cowan (deancowan)]

Hi all, I have searched for an answer or some sort of discussion on this and it appears that it always comes back to the Request Type field visibility. This is not the problem in my case.

When an issue is created from Jira specifically via the Create button (ie. channel = Jira), and then a Jira Service Desk-based Reporter is set, that user can see the issue just fine via the Service Desk, however the Description is not displayed.

If an issue is created via Raise a Request in Jira, via the Service Desk or via Email - the Description will display OK.

• Example Jira created issue - no Description displayed

• Example Jira > Raise a Request created issue - Description is displayed fine

- Jira Version: 7.12.1

- Jira Service Desk Version: 3.15.1

Is it possible to ever display a Description in Service Desk for an issue that was created in Jira?

[Ravi Varma · Accepted solution]

Hi @Dean Cowan (deancowan),

You can achieve that, provided you configure the request type field visibility properly

Please refer to the below Atlassian documentation for further reference-  https://confluence.atlassian.com/servicedeskcloud/configuring-request-types-and-workflows-732528910.html

Regards,

Ravi Varma

[Dean Cowan (deancowan)]

Hi Ravi,

100% agree mate. I had completely forgotten about an automation rule I have in place to set a custom request type (of which was not configured with visible fields like our normal ones).

In saying this, the automation rule to set a request type was only implemented to workaround that silly bug preventing an issue being visible in SD if no request type was set anyway.

Thanks

-Dean