-
Suggestion
-
Resolution: Unresolved
-
None
-
11
-
Problem Definition
The 'field help' is essentially a description of a field in Customer Portal. In newer versions, the 'field help' is displayed below the field instead of beside the field.
This is triggered in the new portal experience introduced in Jira Service Desk 4.1 whereby enabling the new layout in Customer Portal reduces the form container width.
Steps to replicate
- Note the 'field help' position in the Customer Portal - JSD-description_at_the_side.png
- Enable the new layout
- Note the 'field help' position in the Customer Portal - JSD-description_at_the_bottom.png
Suggested Solution
Display 'field help' at the side of the field
Workaround
Disabling the new portal experience will return the field help to the side of the field. However, disabling this dark feature will also disable all the new features such banner image.
- Navigate to the dark feature page at <Jira_URL>/secure/SiteDarkFeatures!default.jspa
Refer to this guide: Enable Dark Feature in Jira - Look for the sd.customerportal.customization.enabled under the 'Site Wide Dark Features' section
- Disable the dark feature
Note
The new portal experience is enabled by default beginning Jira Service Desk 4.6. The dark feature will not be effective from this version onward.
- links to
- relates to
-
JSMDC-4257 You do not have permission to view this issue
[JSDSERVER-6408] Display Field Help at the side of the fields in Customer Portal
Leave it to Atlassian to make a subtle yet major change to the customer experience. The Field Help showing up UNDER the field is not helpful at all. I am also aware of the time it takes Atlassian to update/fix these issues. With support for Server basically ending, my guess is this will not be addressed.
Heavy Sigh.
Hi Jira Team,
I work on the Marketing Jira project at Intel. I support Linda's comment about the new changes. We are moving to JIRA Service Desk 4.13.3 and to Jira Software 8.13.3 and those changes will cause a fail in UX standards and Accessibility standards and is sure to increase support requests as our customers get confused. We will really appreciate if you re-evaluate those changes for reverting them back.
Thanks, and regards!
Elia Pérez Oconor
Hey Jira,
We at Intel Corporation are pretty frustrated to have worked so hard on all our intake forms for our projects to be just right and now they look awful.
Please put the help text back on the right side of the intake form. We are losing real estate on the screen. Forms are so long and important information is being lost. We support 10,000 requestors in our marketing instance. Our forms contain critical legal requirements for fields in order that requestors have the right information before logging requests. The significance we have diligently placed in our portal forms have lost their value.
Fonts are getting smaller, text is getting paler. The help is looking insignificant and by having the help text below the entry field, users will not read them. This is not supportive of accessibility.
This is really not an acceptable portal view. Please restore the the portal view.
Regards, Linda Wanitschek
Hi there (smlee):
Currently, there is no workaround if you activate the new UI (Dark Feature) in JSD. As noted in the case, the new UI is enabled by default from JSD 4.6 going forward. We have not yet tried/tested the workaround as mentioned in the case.
Best, Joseph
Hello,
Yes the issue is for JSD.
JSD version is 4.10.0.
Best,Seungmin.
This for @smlee -
This issue is associated to only JSD and not Jira. You mentioned 8.10.0, the version mentioned by you is for Jira.
Best, Joseph Yin
It is not working on 8.10.0.
Customer would like the field help to display at side of fields.
Is there any workaround?
Other suggestion is to have the option to place the "field help" beneath the field title. This would help quite a lot.
If you have a long list of options you might first need to scroll to see the help text.
This is a major change to the user experience with no workaround. This is not helping our move to data center.