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Some users not seeing all fields on form

Laura Minniear_yuuqik

We have a custom ticket type called Ops. The create form has a mix of standard fields and custom fields.

We have a single user who is unable to see some of the fields of both types - standard (Priority) and custom (Ops Issue Reason Category, Store Merchant. This has never happened before with any user.

The user has the exact same permissions as other users who have all fields.

Any idea what might be causing this?

Both are in the same Service Desk project, using the same ticket type.

Accepted answers

Mikael Sandberg

If yo look at the last screenshot you posted the Use request type fields option is enabled, so if the fields you are expected to are not on the request type then they will not show up when that option is enabled. You can add the fields by going to Project settings > Request types and then select the Operations request and make sure the fields are added under the Request form tab.

All comments

Mikael Sandberg

Marc -Devoteam-

Hi @Laura Minniear

I agree with @Mikael Sandberg

But can the user not seeing the fields check the 2 dots on the create screen, are all fields visible or has the user set only certain fields to be visible on the screen.