Some users not seeing all fields on form

[Laura Minniear]

We have a custom ticket type called Ops. The create form has a mix of standard fields  and custom fields.

We have a single user who is unable to see some of the fields of both types - standard (Priority) and custom (Ops Issue Reason Category, Store Merchant. This has never happened before with any user.

The user has the exact same permissions as other users who have all fields.

Any idea what might be causing this?

Both are in the same Service Desk project, using the same ticket type.

[Mikael Sandberg · Accepted solution]

If yo look at the last screenshot you posted the Use request type fields option is enabled, so if the fields you are expected to are not on the request type then they will not show up when that option is enabled. You can add the fields by going to Project settings > Request types and then select the Operations request and make sure the fields are added under the Request form tab.

[Laura Minniear]

It is enabled for both users, and both users have the same Request type set.

[Laura Minniear]

I take that back - User 1 had it disabled, they misunderstood my question when I asked. This did it. Thank you!

[Marc - Devoteam]

Hi @Laura Minniear 

I agree with @Mikael Sandberg

But can the user not seeing the fields check the 2 dots on the create screen, are all fields visible or has the user set only certain fields to be visible on the screen.

As this is a user setting, this could be a reason as well.

[Laura Minniear]

"Show fields" did not do anything - only had "Summary" grayed out.

[Marc - Devoteam]

Hi @Laura Minniear 

Only summary greyed out and no other fields, that means the user probably doesn't have enough rights.