## Action Item Fields Not Populating in Service Requests

I understand you're experiencing an issue where action item fields are not populating correctly in the service requests, even though the action items flow through the workflow and appear in email notifications. Below are steps to troubleshoot and resolve this issue:

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### Step 1: Verify Field Configuration
1. **Check Field Mapping:**
- Navigate to **Settings > Customize > Fields Customization** in the SysAid Admin Portal.
- Ensure that the fields in the service request are correctly mapped to the corresponding action item fields.

2. **Action Item Entity:**
- Confirm that the fields you want to populate are created under the **Action Item entity**. If they are created under the **Service Record entity**, they will not appear in the action items.

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### Step 2: Review Workflow Configuration
1. **Access Workflow Designer:**
- Go to **Settings > Service Desk > Workflow Designer**.
- Open the workflow associated with the service request.

2. **Check Action Item Settings:**
- Select the action items in the workflow and verify that the fields are included and configured to populate correctly.

3. **Population Trigger:**
- Ensure the population trigger is set to **Action Item Activated** or **Action Item Completed**, depending on when you want the fields to populate.

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### Step 3: Clear Cache
1. **Clear Browser Cache:**
- Clear your browser's cache and cookies to ensure you're viewing the latest updates.

2. **System Cache:**
- If the issue persists, clear the system cache in SysAid. This can be done by navigating to **Settings > Advanced > Clear Cache**.

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### Step 4: Test the Configuration
1. **Create a Test Request:**
- Create a new service request using the workflow to test if the fields populate correctly.

2. **Check Notifications:**
- Verify that the fields appear in the request and match the data in the email notifications.

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### Step 5: Additional Troubleshooting
1. **Check Permissions:**
- Ensure that the user roles associated with the service request have the necessary permissions to view and edit the fields.

2. **Review Logs:**
- Check SysAid logs for any errors related to the action item or field population.

3. **Syntax in Notifications:**
- If the issue is related to notifications, ensure the correct syntax is used. For example:
```
${CurrentActionItem.getAddonFieldValueCaption("CustomColumn158srSubTab")}
```

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### Step 6: Escalate if Necessary
If the issue persists after following these steps, it may require further investigation. In such cases, you can:
- Provide detailed information about the issue, including screenshots and error messages.
- Contact SysAid Support for advanced troubleshooting.

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Let me know if you need further assistance or clarification on any of the steps above!