"Show Details" missing from Portal when raising a request using Forms.

[Jason Alderton]

Recently started using Forms, linking the fields in the forms to the custom fields we had been using, but the customer can no longer Show Details in the Portal at all.

Request type isn't blank and is filled in, the details are visible from the helpdesk view, it's purely the Portal view that the customer can't see the details of the ticket they have raised.

On Request Types where we aren't using forms, Show Details is still visible, as below.

Have tried reverting back but it's still missing.

[Samuel Gatica _ServiceRocket_]

Hi @Jason Alderton 

Welcome to the community!

The only way I could reproduce the issue was by removing the Request Type from the issue.

Similar behavior detailed in post "Show Details" on Portal view missing after moving issues from one project to another 

Could you grab a screenshot from both tickets in the agents' views to check if there's any difference between them?

Best regards

Sam

[Jason Alderton]

Thanks @Samuel Gatica _ServiceRocket_ !

I had looked at that example and several others that mentioned the same, however on the ticket with Show Details missing, there appears to be a Request Type:

In the ticket that is working fine there is also a request type:

They haven't been moved or changed at all, the only difference between the two is that the first ticket is using a Form, and the second ticket isn't, and is using multiple custom fields.

The first ticket, however, is linked to said custom fields so it should still pull through the same information.

If there's a specific area you'd like to see, let me know (If you have an example screenshot even better, I like visuals!) and I'll get that to you ASAP.

Thanks

[Samuel Gatica _ServiceRocket_]

Hi @Jason Alderton 

What if you switch the Request type of the issue that's not showing the details—does it display them after the change?

[Jason Alderton]

@Samuel Gatica _ServiceRocket_ Yes indeed - if I switch to a type that isn't using Forms, Show Details appears again. I can take a screenshot of each Request Form if that helps?

The first image is the one that isn't working - it's using a form with the same fields that it had pre-form, the second one hasn't been touched and is using all the separate fields. Both are different request types. 

Everything else works exactly as expected when a form is used - the same information is pulled through.

Thanks

[Jason Alderton]

@Samuel Gatica _ServiceRocket_ Definitely seems to be related to the Request Type somehow, despite being populated the only workaround is to change it to the type that isn't using forms.

[Samuel Gatica _ServiceRocket_]

Hi @Jason Alderton 

Very odd, I will suggest you open a ticket with Atlassian Support, unfortunately, I cannot resolve the issue on my instance.

Best regards

Sam