Approvers do not see description

[Asher Francis]

Hi

My approvers are not seeing the Issue Description in the customer portal. They can see the summary and customer comments but nothing else.

How can I make this visible to them?

Thanks

[Liam Green · Accepted solution]

Hi @Asher Francis 

It looks as though descriptions are automatically hidden in the portal.

Does it show if your approvers click 'Show details' as above?

Regards, Liam

[Asher Francis]

Hi Liam

No, i've just checked the screenshot from the user and there is no "Show details" button for them

I've also checked the Request Type and the Description field is not hidden

Thanks

[Liam Green]

Hi

Could you possibly share the screenshot?  Redacted if needed.

Thanks

[Asher Francis]

[Liam Green]

Hi @Asher Francis 

Sorry for the delay in replying.  It looks like it is an issue with the request form.

If you navigate to Project Settings > Request Type > Choose 'Edit fields' on the correct Request type > Then click Request Form, you should bee able to add description here.

Let me know if that resolves the issue

Thanks, Liam

[Asher Francis]

Hi Liam

I've checked and the field is there and visible. Still doesn't appear for approvers!

Thanks

Asher

[Liam Green]

Hi Asher

This is very perplexing!

If you look at the 'Agent view' tab on the request type settings, does it show the description in the customer request form as below?

Thanks, Liam

[Asher Francis]

OK so...

I have found the issue but I'm not sure how to resolve it (or if it's possible to resolve it)

When you set up email requests, you have to choose a "Request type" for emails. I have created a specific request type with just Summary, Description and Attachment fields for issues that arrive via email which looks like this:

I have set this request type up for my email requests as follows:

However, issues that have been created via email do not have a request type.

Why would this be, when the above is set? The "Email Request" request type is hidden from the portal

If I manually set the request type, I then get the "Details" button in the Customer Portal!

[Liam Green]

Ok, at least we're getting somewhere!

That isn't how our service desks work, so it seems like a bug, my advice here would be to reach out and log a support ticket with Atlassian.

Let me know how you get on though!

[Asher Francis]

So, I figured this one out

When our emails come in they are created using the "Email request" issue type, but this only has Summary, Description and Attachment fields, since I can't use my other issue types as they have mandatory fields and can't be used for email requests.

I have an automation set up that checks when an issue is created, and if it's an Email Request Issue Type (linked to the request type), then immediately change the Issue Type to Incident. This is so it picks up the extra required fields such as category, region etc required to be filled in

However, it turns out that changing the Issue Type removes the Request Type - so every time an email is received, the rule runs and essentially removes the request type. No request type = no customer form!

I've now created extra automations which re-apply the request type when the issue is transitioned, based on the issue type. IE When Issue is Transitioned, if Issue Type = Request then set Request Type to Request. Since all our issues come in get triaged from a global unassigned queue, this works for us.

Thanks Liam for your help

[Liam Green]

Hi Asher

That makes sense now!

Very glad you managed to get to the bottom of it