Issue Description and Comments not showing in new UI

[Sam Floyd]

When viewing an issue in Jira for the new UI the issue description and comments are not showing at all. But if you switch to the Old view all the comments and descriptions show properly.

Is this a setting issue or an issue with the new view?? 

[Auke Visman]

The problem described here is happening in our Service Desk project as well.
In the new view the description of an issue is empty; switching to the old view the description is filled with content.

We have one project for Service Desk (Cloud) and this particular issue has been raised by a customer in the customer portal we have set-up.
Because we had to ask the customer what he wanted us to do, the client was kind of annoyed he needed to explain it again. Just by investigating and luck we found out that in the old view all the necessary info was already available.

The difference with other issues, that do not have that problem (as far as we know), is that the description was filled with the pasted content of an e-mail.

It made us a bit foolish this situation. Now we know and keep it in mind, but a solution would be really nice of course ;P

[Matheus Fulginiti Schonarth]

Hi Sam,

I know that the comments would not show if a specific workflow property (jira.permission.create.clone) was set in the workflow of that project.

This has been reported to Atlassian by the following bug: JRACLOUD-70118

Maybe this is the reason - can you please check the workflow of that project?

Also, is this happening only to one project? Can you please share a screenshot of the Issue View so that I can better visualize what you mean?

Cheers,

Matt Schonarth

[Sam Floyd]

Hi Matt,

Thank you for the reply. The issue is in the new UI the comments and Description show but in the new view, those fields do not. 

This is the case for the same issue. When I open it view it with the new UI no description or Comments show but then I click "see the old view" and the description and comments show fine. 

[Matheus Fulginiti Schonarth]

Based on your description, this could be happening due to a workflow property. Are you an admin of your instance? If so, you can go to Project Settings > Workflows and verify if there's some property set in that issue status. If not, you can ask an admin to check this for you.

Can you please share a screenshot? If this is the same behaviour as the one described in the bug, an admin can apply the changes to check if this resolves the issue.

[Sam Floyd]

I am the admin and I checked. 

This is happening for every status and issue type across multiple projects. So it is not isolated to one workflow or status and it is not related to the bug listed above.  

Plus, I didn't change the status I only changed the UI from new to old view and the fields showed up. 

[Matheus Fulginiti Schonarth]

Thank you for the info, Sam!

I think that to narrow down what could be causing this issue we'd need to understand what's different in the projects experiencing this behaviour. Is there any configuration that they all share?

Also, is there any error displayed in your Browser's console when browsing the issues in the New Issue View?