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We're just starting out with JSM and learning working off current templates.
We commandeered the "Request an Event" Issue Type and changed it to Request Video Footage of an incident/event and added some additional fields for start and end times and location and description which all seem to save fine in both Request Form and Issue Views. We can even create a request through the Portal with all the additional fields accepting the information and even the agent portal showing everything in its designated place.
After an indeterminate time, the Request Form and Issue View seems to lose some fields. Unless I didn't change it, it appears that even the Request Type Description reverts back to the original description. If I add the missing fields back to both Request Form and Issue Views, they are then viewable in both areas again until they disappear again.
I tried searching for other cases but didn't find a solution.
I'm sorry you're experiencing this issue. I am also!
I've taken the Get IT Help request type and included "Affected Services" as a required field. The field is visible when I view the request in the help center, but it has disappeared for at least one customer.
Additionally, we have requests shared with the leadership of the department, and that field isn't visible on this request type either.
Since both of these fields are required it is not allowing the customer to submit the request.
This is not acceptable for fields to just drop out of a request, and the fact that someone has submitted the issue 5 months ago with no response from the community is also not helpful.