Known issues with Jira Service Management

Avoid unwanted removal of Insight fields in Customer Portal

Description

When you request a request type in the Customer Portal, Jira Service Desk runs an integrity check. If you don't have Insight or any third party plugin custom fields, the added fields are automatically be removed from the request types. Compared to the Jira agent view where fields are only hidden, in the Customer Portal the fields are be completely removed. This might be a Jira Service Desk issue.

Workaround

Only update Insight in a "maintenance window" with a proxy rejecting request to Jira. Don't use Jira Service Desk without Insight installed if you don't want the Insight fields to automatically be removed.

You can track this issue here: https://jira.atlassian.com/browse/JSDSERVER-5474