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Testing on my local site, I wasn’t able to replicate the same issue when using an agent account.
When adding a Tab to the view/edit screens, agents should also be able to view and add a value to the fields.
Can you please go to Project settings > Screens and confirm if the Tabs were added to both Create and View/Edit screen?
Was the user added to the role “Service Desk Team” on the project?
Checking the screenshot, it seems that whoever is viewing the ticket doesn’t have permission as an agent on the project.
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