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

1. Note the 'field help' position in the Customer Portal - JSD-description_at_the_side.png
2. Enable the new layout
3. 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.

1. Navigate to the dark feature page at <Jira_URL>/secure/SiteDarkFeatures!default.jspa
   Refer to this guide: Enable Dark Feature in Jira
2. Look for the sd.customerportal.customization.enabled under the 'Site Wide Dark Features' section
3. 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.