Issue Summary

The customer portal shows the Full Name of users associated to an issue, such as the creator or other participants.


If the Full Name of a user is too large and that user has a tag, such as the creator tag, then the name text overflows the sidebar of the issue view on the customer portal.

That can also happens if the Full Name is too large and has no spaces. In this scenario the user doesn't need to have a tag.

The below screenshot shows that behavior for both of these situations.

• The creator has a large Full Name, but with spaces, there's no line break applied and the text overflows the sidebar.
• Another user has a large Full Name without any spaces and the same occurs.
• There's another user with a large Full Name on which a line break occurs, but that's because there's no tag associated to it.

Steps to Reproduce

1. Install a vanilla instance of Jira Service Management (JSM).
   • This was validated on JSM 4.13.10 and 4.20.1.
2. Create an IT service management project with sample data.
3. Create two users with JSM application access.
   • User1 full name: 0000 00000 000000000000000000 0 0000000 00000 0000000 0000.
   • User2 full name: 0000000000000000000000000000000000000000000000000000000000.
     
4. Access one of the ITSM issues and assign User1 as the Reporter and User2 as a request participant.
5. Access the same issue from the Customer Portal.

Expected Results

Users with large display name won't overflow the sidebar on the view issue.
A line break is applied anywhere as the example below.

Actual Results

There's no line break applied and the full name text overflows the sidebar on the view issue.

Workaround

Depending on the use case, there are two CSS attributes playing a role on this bug:

• User with a tag, such as creator.
  • white-space: nowrap is applied.
• User with Full Name without a space and without a tag.
  • There's no line-break rule applied.

As a workaround we can apply a custom CSS to the customer portal to circumvent these situations.

<style>
    /* Your code goes here */ 
    span.sd-user-value {
        line-break: anywhere;
        white-space: normal !important;
    }
</style>

While there isn't a feature to apply custom CSS to the portal, we can rely on some Marketplace Apps, such as:

• Global CSS and JS for Jira
• Portal Styler for JSM
• ScriptRunner for Jira
  • Using a Web resource applied to customerportal.