Missing a custom field on Form template - only when editing the template from incident form.

[surya76]

I have template TEMP101 and i have custom field called (High) in that templateTEMP101, when i try to edit the template from incident form by clicking on edit it is not Populating that custom field  (High) alone . All other system fields are present.

But the custom field it is still present in the sys_template table in TEMP101.

This happened after the instance upgraded to the latest release.

How can i figure it out?

Thanks.

[SatyakiBose]

Hello @surya76 

1. Is the custom field present on your incident form?
2. Are there any UI policy or client script restricting visibility of the custom field?
   Try to deactivate the client script or UI policy and then edit the template.
3. When the incident form loads, is the custom field present on the form?

Which version is the instance currently running on?

[surya h]

NO, the custom field is not present on the form

It is present on the sys_template table 

There are no UI policies and client scripts for that.

The field(HIGH)- has a business Rule that counts number of time the template is used. so in that business rule we used logic to count number of time the template is being used.

upgraded from san diego to tokyo

[SatyakiBose]

Hello @surya h 

The resolution to this is:

1. navigate to sys_ui_section
2. search for table = sys_template
3. Select the one which has view = template modal
   
4. open the section, and you would be able to see the section elements
5. add the custom field you created on the sys_template table. in my case i created the custom field - u_count_usage
   
6. Now when i click the edit button from the template toggle bar, i can see my custom field.
   

[surya h]

Thanks.

But we are using view = default view 

and the custom field (HIGH) is already present in Form sections.

eventhough it is not getting dispayed in the incident form.

if i add the custom field (HIGH) to template modal.

if it works can i know the reason how come it worked?