Why are ticket fields missing on my Help Center request form?

Issue Symptoms

• Ticket fields are missing when trying to submit a new request from the Help Center
• The dropdown under the user name/avatar likely does not work either

Conditions

• The user trying to submit a request is using one of our supported browsers. If they are using an old version or unsupported browser, the form may simply be incompatible with that browser.

Resolution

The most likely cause for this issue is that there is something blocking or breaking Javascript in the browser. Our request form and much of the Help Center uses Javascript to provide a positive user experience.

First, check the browser console for any errors. Most browsers are similar in that you can "right" click or ctrl/cmd + click the web page and then select the Inspect/Inspect Element option. If you have trouble accessing the console, just do a web search for 'browser console' plus whatever browser you are using. If there are errors, they could be breaking the Javascript for your session. If necessary, you may have to consult a Developer to help fix the issue. If there is no console error, then continue.

Javascript should be working now unless it is being blocked by the browser or other tool. This web site can tell you if the overall Javascript settings are enabled on your browser, and if the settings are not enabled, it includes general instructions on how to enable them for each browser.

Once you have an indication that Javascript is working or this setting does not fix it, you will have to make sure that your browser does not have a whitelist or blacklist for sites. Internet Explorer for example has a list of "Trusted Sites" which under certain security configurations may control Javascript. As a test, you can add your Help Center URL to your trusted sites or whitelist and see if that solves your issue.

These are general pointers to help your browser experience along. You may have to perform some strategic web searches for your operating system, browser, or other software to figure out what might be blocking the functionality. Don't be afraid to ask your IT team as they will hopefully have seen this before.