Issue Summary

In Jira Service Management, when you add text to the Help and instructions field and add its translations for any other language apart from English and later remove the text from the Help and instructions field, the translated text isn’t removed from the customer portal if the customer has selected any other profile language apart from English. 

Steps to Reproduce

• Navigate to Projects → {Select your project} → Project settings.

• Go to Request types → Common Requests → {select any of the request type for example, Get IT help}.

• Click on the three dots (…) situated at the last of the request and select Fields.

• Click the pencil ( ) button on the Help and instructions (Optional) field and add some random text, “Test2”, and click the button to save it.

• • 
• On the project settings, go to Language support → Add language and choose Deutsch (Deutschland) and click Add.

• Click on the toggle button under the “Available to customers” column for the Deutsch (Deutschland) language you added.

• Click the Deutsch (Deutschland) language you added, and choose the request type you selected earlier: Get It help in this case.

• You can see the “Test2” text (added earlier) here. Add the translation text, for example: Dringlichkeit, and click Save.

• Log in to the Customer portal as a customer and go to the Profile.

• Click on Edit your profile, choose Deutsch (Deutschland) language, and click Save.

• Go to the home page and select the request type Get IT help.
• You will see the Dringlichkeit text on the request form.
  • 
• Log in to Jira.

• Now, remove the “Test2” text (added earlier) from the Help and instructions (Optional) field under the Request types on Jira. The translated text from the Language support will be removed by default.

• Log in to the Customer portal as a customer, select the request type Get IT help.

• The translated text “Dringlichkeit” remains even after being removed from Request types in Jira.

• • 
• This behavior is associated with any other language other than English. I have tested with Deutsch, French and Italian. It is working fine in English.

Expected Results

• The translated text should be removed from the request forms on the customer portal for any other profile language other than English.

Actual Results

• The translated text “Dringlichkeit” remains on the request forms in the customer portal even after being removed from Request types in Jira.

Workaround

Remove the language translation first from the Language support before removing text from the Help and instructions (Optional) field under the Request types on Jira.