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  1. Jira Service Management Data Center
  2. JSDSERVER-12316

Spinning icon for Text Field in Customer Portal create request screen

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    • Icon: Bug Bug
    • Resolution: Fixed
    • Icon: Highest Highest
    • 5.4.3, 5.7.0, 4.20.19
    • 5.4.1, 4.20.16, 5.5.0, 4.20.17, 5.4.2, 5.6.0, 5.6.1
    • Customer Portal
    • None

      Problem

      There is a continuous spinning icon for text fields when it is configured to appear in the Customer Portal create request screen

      Environment

      JSM 5.4.1
      JSM 5.5.0

      Steps to Reproduce

      1. Install JSM and create a Service project
      2. Create a Text Field (multi-line) custom field and add to the project screens
      3. Configure the request type for the project
      4. Add the custom field to a request type
      5. Navigate to the portal and access that request type screen

      Expected Results

      1. The field appears as just a regular text field box
        • Screenshot taken from JSM 5.4.0

      Actual Results

      1. Top bar of the box has a continuous loading icon, as if it's waiting for RTE to be loaded

      Workaround

      A work around for this bug is setting the following feature flag "sd.customer.portal.wysiwyg.editor.skeleton.loader.disabled"

      Follow this link for instructions: https://confluence.atlassian.com/jirakb/how-to-manage-dark-features-in-jira-959286331.html 

      Notes

      • Doesn't happen in JSM 5.4.0
      • Although just a cosmetic issue, it causes a lot of misunderstanding to end users and customers who think something may be loading

        1. Screenshot_2023-01-18 19.53.02 PM.png
          Screenshot_2023-01-18 19.53.02 PM.png
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        2. Screenshot_2023-01-18 19.53.55 PM.png
          Screenshot_2023-01-18 19.53.55 PM.png
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            [JSDSERVER-12316] Spinning icon for Text Field in Customer Portal create request screen

            Janelle Johnson added a comment - - edited

            We are also having the same issue in 5.6.. 

            Janelle Johnson added a comment - - edited We are also having the same issue in 5.6.. 
            WW made changes -
            Comment [ Also affects JSM 5.6.0 ]
            Violeta Fulger made changes -
            Affects Version/s New: 5.6.1 [ 104320 ]
            Meriem Dhahak made changes -
            Link New: This issue is duplicated by JSDSERVER-12444 [ JSDSERVER-12444 ]
            Alexander Moore (Inactive) made changes -
            Remote Link New: This issue links to "Page (Confluence)" [ 736376 ]
            Alex Cooksey made changes -
            Remote Link New: This issue links to "Page (Confluence)" [ 736317 ]

            Ulf Johansson added a comment - - edited

            We have this issue.

            We run JSM 5.6.0 in our Azure tenant on Windows server.
            In front of Jira we have Azure Application Gateway.
            Dark feature "sd.customer.portal.wysiwyg.editor.skeleton.loader" is not enabled.

            Is there patch coming in JSM 5.6.1?

            Ulf Johansson added a comment - - edited We have this issue. We run JSM 5.6.0 in our Azure tenant on Windows server. In front of Jira we have Azure Application Gateway. Dark feature "sd.customer.portal.wysiwyg.editor.skeleton.loader" is not enabled. Is there patch coming in JSM 5.6.1?
            Nick Turskyi - public name made changes -
            Fix Version/s Original: 4.20.18 [ 104593 ]
            Fix Version/s New: 4.20.19 [ 104608 ]

            Gonchik Tsymzhitov added a comment -

            Thank you! great for 4.20.18

            Gonchik Tsymzhitov added a comment - Thank you! great for 4.20.18
            Marc Dacanay made changes -
            Remote Link New: This issue links to "Page (Confluence)" [ 733595 ]

              d905be0698b9 Thomas Bowes (Inactive)
              ywoo Yit Wei
              Affected customers:
              24 This affects my team
              Watchers:
              61 Start watching this issue

                Created:
                Updated:
                Resolved: