Summary & Description missing

[7oaks]

I am creating tests calls in Service Manager and in some instances, the Summary and Description go missing after the call has been logged.  See screenshot. Left for current and right for when call was first logged.  Any suggestions?

 

[HHH]

Do these requests use a custom form for input?
Name the form fields h_summary and h_description to populate Summary and Description with field content

[James Ainsworth]

Also have a look in the BPM workflow to see if there are any nodes that update the summary and description.  When updating using a BPM node there are options to append and overwrite.  It may be that they are being overwritten by a variable, and the variable is empty. 

[7oaks]

Thank you for your replies, i will investigate both both options now.

[LawesD]

We have just found that since November, the h_summary field in the PCF is overwriting the current summary each time we have a node retrieving the PCF answers. We've sometimes appended things by this point and it's wiping them out.