Can't Remove a Field From the Customer Portal View

[Chris Yarbrough]

There is a custom field we used to use in our requests. It has been removed, but it was brought to my attention today that it is still appearing in the customer portal view of requests. This field is not visible in the request form or in the issue after the request has been submitted. It is ONLY visible in the customer portal view. How can I remove this so that customers are no longer seeing, and being confused by, this unused field?

[John Funk]

Hi Chris,

Not completely following the scenario without screenshots, but if it is no longer used, just delete the custom field. Or at least clear out all of the values for that project. 

[Chris Yarbrough]

We want to keep the historical data, so deleting the field or clearing it out isn't a viable option.

[John Funk]

One option would be to create a new custom field and not place it on any screens or forms. Then use automation to create a rule to move the data from the current field to the new field for historical purposes. Then delete the old field. 

[Kai Becker]

Hi @Chris Yarbrough 

thanks for your question. Not sure if I got you right, but you want to remove filled out values from the details section of created requests?
Or is the field still visible for new requests after removing it from the form?

I can't reproduce the problem right now, so it would be good if you could provide some screenshots 🙂

[Chris Yarbrough]

The field is still showing up in the customer portal view of new requests after they have been submitted even though it has been removed from the request form and internal issue view.

[Kai Becker]

Thanks for the update. That sounds strange and not how it should be.

If the field has been removed from all the screens, I would recommend raising a request.
Maybe the support team can check the system data and logs.