Why does the Description field disappear from emailed requests form?

[Bader Almarhoon]

Hello,

We're currently testing JIRA Cloud service management so we can start using it to manage support requests received by external customers via Email.

It seems that the Description field will magically disappear one day despite the extensive testing the day before. We have been testing the system for over a month now before we start using it officially and it seems that I can't trust it to go live with it and share it with our customers. 

Yesterday I setup a whole project and I was able to send emails and receive them as tickets properly and manage the tickets and close them. However, today in the morning the first thing I do is to send an email to the JIRA email that's configured for the project and for some reason I see this issue. 

It keeps happening almost everyday and I can't find a resolution to it. this is almost a deal breaker for us if we're unable to receive emails due to this issue.

[Rilwan Ahmed · Accepted solution]

Hi @Bader Almarhoon ,

Now go to Project settings --> Request types --> check for request type that has a tag Used by Email Channel

Click on the name. 
A new page will open. Check if Description field is hidden. If yes, make it available by unchecking Use preset value and hide from portal

[Bader Almarhoon]

@Rilwan Ahmed I checked and I dont have a hidden field there. 

When I go to the emailed request form, I can see the description field missing but I know for a fact that it wasn't missing yesterday. 

[Rilwan Ahmed]

Hi @Bader Almarhoon 

Please add the Description field back to the request type and retest.  May be another project admin removed the field from the request type. 

[Jack Brickey]

Agree with @Rilwan Ahmed  here. I have never experienced a field disappearing on its own. It could have inadvertently been removed. You might check the Audit log under settings - system though unsure if that action would be recorded or not.

[Jack Brickey]

@Bader Almarhoon , by the way, I saw that your first post was marked as spam by the system. Sometimes the system makes mistakes here glad that this post made it through.