Hi Christine,

In order for the Phone field to populate on the ticket, please follow the steps below:

Check if the end users have the option to update their account settings from the Self-Service Portal:

The option "Enable end users to change settings" allows end users to modify certain personal settings within the Self-Service Portal. When this option is enabled, end users can update details such as:

Name
Phone number
Password
Language preferences
If this option is disabled, only administrators will have the ability to make these changes on behalf of the end users.

This setting is typically found in the General Settings of the Self-Service Portal configuration.

Verify the Phone Field in User Profiles:

Ensure that the Phone field is populated in the user profiles within SysAid.
You can check this by navigating to Tools > End Users and selecting the appropriate user account.
Map the Phone Field to the Service Record:

If the phone number is not automatically appearing in the Service Record, you may need to map the Phone field from the user profile to the Service Record.
This can be done by customizing the Service Record form to include a field for the phone number.
Customize the Service Record Form:

Navigate to Settings > Service Desk Templates > Sub Types.
Open the relevant sub-type used for ticket submission.
Use the Design Form option to add a custom field for the phone number if it is not already present.
Pull the Phone Number Automatically:

When an end user submits a ticket, SysAid can pull the phone number from their user profile into the Service Record. This happens automatically if the field is properly mapped and the phone number exists in the user profile.

Thank you!