Why my ticket field does not appear on the form

A field you created but cannot see has one of four causes, and checking them in order takes about a minute.

A field you created but cannot see has one of four causes, and checking them in order takes about a minute.

Why is my field not on the form?

• You created a field and it is nowhere on the ticket.
• Agents see it but customers do not, or the reverse.
• It appears on some tickets and not others.

Resolution steps

1. How many ticket forms do you have?

With a single form, a new custom field is added to it automatically. With multiple forms, which is an Enterprise capability, you have to add the field to each form that needs it by hand.

So this cause applies to multi-form accounts. On a single-form account, if the field is not there, move to the next step rather than looking for a placement screen.

2. Which form is this ticket using?

This is what explains "some tickets and not others". A ticket carries one form, and only that form's fields are displayed. Check which form the ticket is on before concluding the field is broken.

3. Is the permission the one you meant?

That third one catches people: it is visible to the customer afterwards but never something they can fill in when raising the request.

4. Is a condition hiding it?

On forms with conditional fields, the field only appears once the driving field has the right value. Working as designed, and easy to forget when you built the condition weeks ago.

See also

• Creating a custom ticket field
• Conditional ticket fields
• Creating multiple ticket forms