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

[Ralton Stewart]

this is what I am seeing

[Simran Gadodiya]

Do we have anything in record producer script?

[Ralton Stewart]

[Mark Manders]

So your 'description' variable is copied to the comments of the case and not to the description field. Is the description in the comments or isn't it anywhere to be found on the case record?