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

Question

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_ · Answer

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

Jason Alderton · Answer

@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.

Jason Alderton · Answer

@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