When a customer raises a request via portal, they will see the ticket details including the fields they filled out.
When the agent changed any values of the field in the agent view, why is it that the changes did not reflect in the ticket details of the customer portal?
The custom field with the value are both present in agent view and customer portal.
As far as I know, if the field is on both Agent View and Request Form, then any change made to the field by agent will reflect in the same field when customer access the request via portal.
Can you provide screenshots to further explain your asks? Plus, also a screenshot of your Agent View/Request Type configuration page.
It is very odd that you are experiencing when agent updates of field(s) in Agent View, and it is not reflected in the Request Form viewed by your customers.
Best, Joseph Chung Yin
Jira/JSM Functional Lead, Global Infrastructure Applications Team
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