Predefined Fields for Issue Types Automatically Clearing When Creating New Issue

[David Headley]

In my Jira Software Project, I have a predefined template in the Description field for users to fill out for each of my issue types. Starting yesterday, whenever my users press "Create" to create a new issue, the template for a Story loads up for a second then it clears out.

This looks to have been caused by the "Hide unused fields" features that were recently released as if I click on the ellipse on the create issue dialog and flick the "Hide unused fields" toggle off, my template appears and my template remains if I were to then flick the "Hide unused fields" toggle back on. 

I have tried turning this setting off in the Admin via the below steps outlined by Atlassian:

1. Go to Settings > System in Jira.
2. Select Edit Settings.
3. In the Options section, adjust the settings to turn the feature on or off as needed.
4. Click Update to apply your changes.

However, this does not solve the problem and the issue persists even with the "Hide unused fields" set to OFF in the Admin

Screenshots of the issue are below:

Initial load up where the user can see the template in the description:

1-2 seconds later, everything clears out:

See that the "Hide unused fields" toggle is on:

Flick the "Hide unused fields" toggle off and the template appears again:

[Trudy Claspill · Accepted solution]

Hello @David Headley 

Welcome to the Atlassian community.

Could you provide some additional information?

1. What is the Type for this project? Get that information from the Type column on the View All Projects page under the Projects menu.
2. Exactly how have you added the template text to the field? Are you using a third party app for that?

[David Headley]

Hello @Trudy Claspill 

The Type for this project is a Team-managed software

The templates are not via a third party app.
They have been added via the out of the box functionality offered by Jira. I have configured them under Project Settings > Issue Types

Under issue types I have my various Issue Types and in that I have added the Description Field and added a default description for each issue type

[Trudy Claspill]

So far I have not been able to recreate your issue in my own Jira Free instance.

I added template text that include panels as you show in your image. The info persisted when I clicked the Create button within the Create Issue dialog.

Are other users experiencing the same problem?

Have you tried a different browser application?

Have you tried clearing your browser cache or tried a private browser window?

[David Headley]

Hi @Trudy Claspill 

All users are experiencing the same problem amongst other odd behavior. 

The same happens in both Chrome and Firefox. 

Yes, I have tried clearing my browser cache and a private browser window and I observe the same behavior across the board. 

[Trudy Claspill]

Does it happen in more than one project?

Is it possible for you to create another TM project with no other customizations, add the same default text, and see if you can recreate the experience?

If you don't have the same experience in another project then it may be related to some other customizations within the one project. You could try replicating the customizations from the first project into the second project. You might be able to identify if the root cause is one of the other customizations.

What other types of "odd behavior" are being experienced?

[David Headley]

Hi @Trudy Claspill 

Se currently only have one Team-managed software and then a Service management project where I am unable to add the same type of configurations. I will check into adding a second TM project and see what happens with a freshly created project. 

Some of the other odd behaviors is that have been reports of user's adding checkboxes for acceptance criteria in our templates and then the users clicking one of the checkboxes by mistake which resulted in the entire ticket description being wiped out...

[Trudy Claspill]

Have you ever not had this problem with this project?

Do you have any third party apps added to your Jira site?

According to the tags on your post you are using a Paid subscription and so are entitled to support directly from Atlassian. If you don't find an explanation through the avenue of testing with another project, you should ask your Jira Administrators to raise a support case for this with Atlassian. It will be helpful to Atlassian support if you can provide a video to demonstrate the issue and a HAR file , along with all the details we've reviewed above.

If you go that route, it would be great if you report back here what you learn.

[David Headley]

Hi @Trudy Claspill 

It looks like someone had installed a third party app for default values for when creating issue. I uninstalled this and it looks to no longer be clearing my templates. 

Thank you for your help on this!!

[Trudy Claspill]

You are very welcome. I'm glad you were able to identify the root cause!