Case description gets erased when submitting cases

[Ralton Stewart]

Hello Community,

we have an issue where a customer creates a case from our service portal, all the required fields are completed and when they hit the submit button the case is created but the description somehow does not carry across, I know its an OOB Business rule just don't know which one

[Mark Manders]

It's a record producer, I assume? Is the description field mapped correctly (either through the script or through the variable itself)?

[Ralton Stewart]

@Mark Manders I will be honest I don't know, one of my leads is not available and I am asking the community can you tell me what to look for? We went live with CSM a year ago and I don;t believe there were recent changes.

[Mark Manders]

You will have to look for the record producer used to create that case and then either validate if the description variable is mapped to the description field, or if it is taken care of through the script.

[Simran Gadodiya]

Hi @Ralton Stewart 

Please check "Create Case" record producer and check description field mapping for same.

Thanks.

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