Problem Definition

• The request type description field text is cut off when viewing the description in the customer portal
• The request type description field supports a high number of characters
• The portal doesn't allow the description field to be expanded, but all the characters are displayed if there are multiple carriage returns(new lines)
• The request type description field text is cut off when viewing the description in the agent view (when creating a new issue)

Request type description	Portal view	Create request view

Request type description(new line)	Portal view	Create request view

Suggested Solution

• Set a smaller character limit on the request type description field - a limit that corresponds to what can be displayed
• Show all the characters in the request type

Why this is important

• Customers/Agents can't read the entire description field and may miss critical information related to the request type

Workaround

• Shorten the request type description so that all the characters are displayed