Field Shows on Employee Portal but Not In SOW or Platform View

[JamesNowe]

Hello,

I have Create Incident setup in our Instance. We modified it to add new Subcategories which is working fine. The ask was to have an additional field called End User/Persona Type (For IT Use Only) which I setup with a Select box. The field is only to be visible to itil users. The field shows on the Create Incident Request on the Employee Portal. When I go to the incident in either SOW or Platform view the field does not show up. I've done similar things before with Request and never had an issue. I'm not sure what I am missing.

I can use the dropdown and select one of the option and submit the incident without issue.

Any suggestions would be appreciated!

[Ankur Bawiskar · Accepted solution]

@JamesNowe 

seems variable editor is missing in your form as per screenshot.

Add it in default view and Service Operations Workspace view and you will start seeing variable editor

Please check if the variable editor is already created on incident table in the instance by navigating to System UI > Formatters.

If it is exists in the table, then go to incident table

Right click on form header and select Configure > Form Layout

Using the slushbucket, bring the variable editor to the selected section and Save

Do this for Default and SOW View

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Ankur Bawiskar]

@JamesNowe 

so in variable editor that variable is not visible?

Did you check if some script is hiding that?

Is it shown in variable editor for admins?

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[JamesNowe]

I created the following (and it shows on the Employee Portal)

Employee Portal

When I go to my tickets I do not see that field

The same thing happens in SOW. I see everything else but that field is missing

[Ankur Bawiskar · Accepted solution]

@JamesNowe 

seems variable editor is missing in your form as per screenshot.

Add it in default view and Service Operations Workspace view and you will start seeing variable editor

Please check if the variable editor is already created on incident table in the instance by navigating to System UI > Formatters.

If it is exists in the table, then go to incident table

Right click on form header and select Configure > Form Layout

Using the slushbucket, bring the variable editor to the selected section and Save

Do this for Default and SOW View

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[JamesNowe · Accepted solution]

That worked! Thanks for the help!