Additional Details section acting inappropriate for older cases in My requests case page

[sri vijaya]

Hi

In My requests case page in portal, previously we have been using our customized standard routing portal but recently we have been changed to standard ticket route as its OOTB functionality in order to show the additional details section for customers 

Its working fine for recently created Hr cases as the case details are showing upon in the "Additional details" tab but when i am checking with the the older cases the additional details tab is not showing up and case details were printing down the short description

Attaching both the scenarios screenshots

Recently created case view in My requests page:

Older case view in My requests page:

Here in old case there is no additional details section for case details and all the case details are coming below short description (marked in yellow)

Please help me to resolve the issue like the same format for both new and old cases

@Dr Atul G- LNG @Kieran Anson @Sandeep Rajput @Abhishek_Thakur 

[Kieran Anson]

You can view the configuration under the 'standard ticket' application menu. The description will show if no variables for the record are found, which may be because the record wasn't created using a record producer.

[sri vijaya]

Hi @Kieran Anson 

yes i checked that , yes it  was in when no variables in description field, bu the record was created from record producer is there any way to resolve this issue?

[Kieran Anson]

ServiceNow isn't finding any related variables, these would be stored in the question_answer table. If you lookup on this table using the record sys_id, does it return variables?

[sri vijaya]

@Kieran Anson No it is not returning value for old cases, its only showing the values for new ones in question_answer table