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 · Accepted solution]

Then there's no variable data to be used, so what you're seeing is the expected result.

[michaelj_sherid]

@sri vijaya This may be related to the functionality that was introduced to use the Rich Text Description (4+ years ago). This would give reason as to why older cases were displaying differently. I would check the Description & Rich Text Description fields on the older cases to see if they match.

If my answer has helped with your question, please mark my answer as an accepted solution and give a thumbs up.

Regards,

Mike