In JSM cloud, how to add field "attachment" into previous request type ticket

[Benjamin Zhou]

The version is cloud.

In the past, there is no field "attachment" in my JSM ticket.

I already added it into request form but from previous request type ticket I can not find it.

BTW, I want it to be shown even it is empty fields (do not hide).

Does anyone can teach me how to do?

Thank you in advance for your help.

[Varun Chillamcharla]

Hi Benjamin,

This is a known behavior, adding a field to the request form only affects new tickets created after that change, existing tickets created before the field was added won't automatically show it, even if empty.

To fix it for existing tickets:

1. Go to Project Settings > Issue Layout (or Fields, depending on your setup) for that request type

2. Under Context fields (or Details), manually add "Attachment" there too, not just the customer-facing request form

3. Make sure it's not set to hide-when-empty, most system fields including Attachment have a "Show even if empty" toggle in the layout config, sometimes labeled a bit differently

If it's already added there and still isn't showing on older tickets, try a hard refresh, layout changes sometimes take a moment or a cache clear to reflect on existing issues.