variables field shows empty on the RITM form when mandatory on portal

[VIKAS MISHRA]

We have found multiple RITM where variable "ABC" shows empty in RITM form , however the same field is mandatory on portal form. 

We are not sure how somebody is able to raise the request whiteout adding any value in that field on the portal. 

I checked UI policies all fine and tried checking the portal form in different scenarios and found every time the field is coming as mandatory then how somebody else raised such request.

[AshishKM]

Best way to talk one user and see how they are submitting this. 

[VIKAS MISHRA]

i Already impersonated one users and i was unable to submit the request as the field was mandatory in all the different scanarios 

[AshishKM]

Sometimes impersonation will not work because after that you are still submitting your style not the same like how other user is doing it ( some user are very smart 😎). ( i faced this similar issue with CHG record and finally we requested to user, please show us 'how you manage to do that', and he shows us the same way then we know there is entry path.)

So talk to user and get the demo, simple as that.  

[AshishKM]

Hi @VIKAS MISHRA , 

Check from the logs if user has used the portal or native UI page at the same time when request was created.

-Thanks,

AshishKM

[Dr Atul G- LNG]

Mate, can you try cache clear once or in different browser (I know these are fluke but give  a try)