Condition: Not populating hidden field

Hello - I have a JotForm that is public-facing where the customer selects an "Primary Item Type", but then we use UPDATE/CALCULATE FIELD Condition functionality to create a new value that we pass to another field. The other field is Item Type API

Including a screenshot of the submission results -- no change was made to the form between these submissions.

We believe the condition is setup properly since it works most of the time, and when I use another condition (email = chris@craftyops.com) to display the hidden field (for my personal testing), every value populates correctly in the second field. I actually have NEVER been able to replicate the issue where a submission that I do does not populate the Item Type API field, which confuses me since our customers seem to only have success about 25% of the time (but they wouldn't know it since the field is hidden).

Can you help us update the conditions so this works 100% of the time?

Hi LeeJosh,

Thanks for reaching out to Jotform Support. I'll be needing a bit more time to look into this. I'll be back with an update.

Thanks for your understanding, we appreciate it.

Hi LeeJosh,

Thanks for patiently waiting. I've doubled-checked your form and I don't see anything wrong with the condition. May I know when exactly did you setup the condition IF email field is equal to 'chris@craftyops.com' show 'item Type API' field? Was it already setup when you receive submissions with a blank entry on the said field? that condition, may be at fault, because the form is currently set to clear hidden field values when the form is submitted. You will have to disable that to fix the issue.

Let me walk you through it:

1. In the Form Builder, click on the Settings tab.

2. Next, click on Show More Options.

3. Lastly, scroll down and set 'Clear Hidden Field Values' to 'Don't Clear'

Once you're done with that, you can ask your customers to test the form again to see if the issue still persists.

Give it a try and let us know how it goes.

I will try this thank you - that email condition was added after I noticed about 25-50% of submissions appearing correctly. So it was already a hit-or-miss result, but this sounds like it should solve the problem and I will confirm or reply back here if it does not.

Thanks!