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Why some custom fields are not visible in the customer portal?

Summary

It is sometimes noticed that certain custom fields do not appear in the customer portal when the ticket is viewed. Such fields are visible in the internal agent view, however they are missing from the customer's view on the portal.

Cause

This happens because these custom fields do not have a value filled in.

The intended behavior for fields in the customer portal is that they are not shown unless they have a value populated.

In the Agent view, custom fields are displayed even when they do not have a value, but that is the internal view visible to agents and so the behavior is different. Fields are displayed in the internal agent view as long as they have been added to the view screen.

If the custom field is present on the edit screen, the agent can also edit the field to add a value.

At the moment it is not possible to edit issues via the Customer portal. Only licensed users will be able to edit fields and it must be done via the internal agent or Issue View. So if a customer or agent does not enter any value in a custom field at the time of issue creation, the field would not be shown in the portal when viewing the ticket.

The field needs to have a value for it to be visible in the customer portal.

This is highlighted in the documentation here:

  • Custom fields added to a request form need values entered against them to be visible on the requests shown in your portal. Otherwise, the custom field won’t be available for your customers to view from the portal.

Related Feature Request suggesting the implementation of the ability to edit fields in the customer portal:

3 comments

Rilwan Ahmed
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
May 16, 2023

Also, if the internal jira has the field value and the field is not added in customer request type, the fields will not show in customer portal. 

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Dave Mathijs
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
May 17, 2023

Thank you for confirmation @Bhaargavi Natarajan 

Lan Anh June 13, 2024

Would you confirm if what you have above as "if a customer or agent does not enter any value in a custom field at the time of issue creation, the field would not be shown in the portal when viewing the ticket" is also how it works for Data Center as well and not just in the CLOUD version?

 

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