Why am unable to get incident custom fields to display on the chat launch form or pass through in the background to the resulting chat and incident?
Customer Portal versions 2 and 3.x
There is an interaction between the CP_CHAT_URL site configuration that relates to the visibility settings on an incident custom field.
If a custom field is set to be visible (Display option checked) for Chat it affects the behavior of the CustomAllInput widget only when used on the page defined in the CP_CHAT_URL configuration. The widget will rather follow the end-user visibility settings unless the widget is used on the page defined by the config value – where in that case it rather follows the chat visibility settings. The default value for the CP_CHAT_URL configuration is 'chat/chat_launch'.
Path to setting(s): Select Configuration from the navigation area > Site Configuration > Configuration Settings > and search by Key.