Overview

Data field not being visible due to a Business Rule misconfiguration.

Fixing the Journey Data Field Not Visible

Freshservice supports Business Rules for forms that you can use with Journeys-related records (typically via the service items used in onboarding/offboarding/employee journeys).

If you feel the fields are missing, this behavior is caused by a Business Rule configuration. The development team has identified that updating the Source condition in the relevant Business Rule resolves the issue. Log in to the Freshworks instance and navigate to the Business Rule causing the problem. Inside the rule, locate the Source condition and update it to be set to Journey. Save the changes and verify whether the Journey Data field is now visible.

Note: To navigate directly to the Business Rule, use the admin URL for Business Rules and replace the ID placeholder with the respective rule ID.

Confirming the Fix in Sandbox and Production

After updating the Source condition, test a Journey in both the sandbox and production environments to confirm the Journey Data field remains visible as expected. If the issue is resolved, confirm with the support team. If it persists, provide additional details for further investigation.