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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?

Environment:

Customer Portal versions 2 and 3.x

Resolution:

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.