Record producer after submission additional information is missing

[anvitha ash]

Hi,

We are currently facing an issue with our record producer used for submitting incident records. The form contains around 19 variables that users are required to fill out before submission.

After submission, under the incident ticket, there is a section called "Additional Information" that typically displays a summary of all the entered values (i.e., which values were filled in for each variable).

However, this section is not appearing for some users. I’ve attached two screenshots for reference — one showing the expected behavior, and another showing the actual behavior where the section is missing.

Could you please assist us in debugging this issue?

Expected behavior screenshot 

 

But the current behavior is 

 

The Additional Information should display all the fileds/varialbes and their responses 

[Dr Atul G- LNG]

Hi @anvitha ash 

Technically, it should be visible to all users.
Is this happening for all Request Portals or a specific one?
Did you check the Standard Ticket Configuration?

[anvitha ash]

@Dr Atul G- LNG ,

This is working fine in lower instance mesning dev, test. Its not working only in production 

[Dr Atul G- LNG]

Hi @anvitha ash 

Try to repair this plugin along with SP / or ESC plugin once