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Visibility settings with incident custom fields specific to chat
Answer ID 7868   |   Last Review Date 12/18/2018

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.