Links in action item

## Links field not showing in Action Item

Here are the most common causes and quick checks to get your link to appear in the second action item:

1) Confirm you’re editing the correct place
- Make sure the Links field is added to the Action Item’s form (not just the workflow tab form).
- Go to Settings > Service Desk > Templates > Request Templates > open your template.
- Open the Workflow tab > open the specific Action Item (the second one) > Design Form.
- Ensure “Links” is on the Action Item form (right pane) and not only on the tab’s form (top area).

2) Verify the Action Item actually activates
- The Links field will only be visible once that action item is active.
- In the template, open the second Action Item > Attributes and Dependencies:
- Check dependencies: is this action item waiting for the first one to complete or a specific field value?
- In your test SR, confirm the prerequisite is truly met so the second action item is activated.

3) How you populated the Links matters
- Default value on the field in Form Designer doesn’t persist well for Links.
- Prefer “Populate values from other action items” if you’re pulling from another step, or enter the link directly on the Action Item in the template (not just on the SR after creation).
- If you’re using Attributes > Populate values…:
- Set Population Trigger to “Action Item Activated” (or “SR Update” for testing).
- Choose a Population Method like “Overwrite” or “Overwrite if not completed.”

4) End User vs Self-Service vs Admin view
- If you’re testing in the Self-Service Portal:
- Ensure the Links field is allowed there. Go to Settings > Self-Service Portal > Request submission form and check:
- The Links field is included and not set to “View only except for User Groups” that exclude your tester.
- As an Admin, also test from the Admin SR view to confirm the link appears there.

5) Template selection pitfalls
- Confirm your test ticket is created from the same request template where you added the Links field (it’s easy to test with a different template by mistake).
- Create a fresh test SR after saving your template changes.

6) Known issue check
- There was a known bug where a Links field from the Self-Service Portal didn’t show in live SRs. If your link appears in Admin view but not in Self-Service, this might be the case. Test both views:
- If only Self-Service is affected, let me know and I’ll guide next steps.

7) Field population clearing the link
- If you set population method like “Update on SR update” and the source is empty at some point, it can clear the Links.
- Try “Append” or “Overwrite if not completed” to keep the link from disappearing during updates.

Quick test recipe
1. In the template, open the second Action Item > Design Form > ensure “Links” is on the form.
2. In that same Action Item (template), add one link directly in the Links field and Save.
3. In Attributes > Populate values, remove any rule that might clear Links and Save.
4. Create a new test SR from that exact template. Complete the first action item to activate the second.
5. Check the second action item’s Links in:
- Admin SR view
- Self-Service Portal view

If this still fails:
- Tell me the template name, how you’re adding the link (directly on the action item vs via population), and where it’s missing (Admin view vs Self-Service). I’ll tailor exact steps or advanced checks (e.g., permissions, translation file overrides, or conflicting population rules).