INBOX: A specific DropDown Field is missing in the Inbox.

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    PublicAccess21
    Asked on October 10, 2019 at 10:32 AM

    One of our forms, "Cablecast Agreement" is acting a bit odd.  When we receive the email notification of someone submitting it, on the attached pdf the question for "CMPAC Rewind" is blank when it should be yes or no.  When I go to the submission on the jotform website, the question is answered properly.  The information is also laid out in the email body, just not there on the pdf.

    Can't see anything that was done differently on that question.  Help?


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    AshtonP
    Answered on October 10, 2019 at 11:54 AM

    Thank you for writing to Jotform support.

    I have cloned your form and tried to submit a test response. When I open the attached PDF in email notification, I can see 'yes' or 'no' answer in CMPAC Rewind question. Here is a screenshot for reference:

    1570722795Capture.PNG

    Is this an issue with every submissions or a few of them? Can you please remove the email notification and re-add it? Please let us know the status once done so that we can check and proceed accordingly if the issue is still persisting.

    Looking forward to your response.

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    PublicAccess21
    Answered on October 10, 2019 at 12:30 PM

    When I view in on Jotform's inbox too, the question is gone.

    When I try to "Customize pdf" and choose "New Document", the question is there, but the response doesn't show.


    1570724993in box cropped.png1570725013cablecast new document cropped

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    JohnRex
    Answered on October 10, 2019 at 01:45 PM

    I just made a test submission on your form and here's the PDF I received:

    15707293431996112 6.png

    As you can see, there are two "CMPAC" fields being shown in the PDF. Please try removing the field with blank data from your NEW DOCUMENT template (in the PDF Editor) then make another test submission.

    Let us know if it still appears so we could try another workaround.

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    PublicAccess21
    Answered on October 10, 2019 at 02:21 PM

    Okay, thanks.  No idea how there were 2 fields there.  I fixed that and am waiting to hear from playback dept. on how the email looks.

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    PublicAccess21
    Answered on October 10, 2019 at 02:38 PM

    So now there is no pdf attached to the email.  There's just the table of information in the body of the email.


    It (CMPAC Rewind) also still doesn't show up in the IN BOX displays though.

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    PublicAccess21
    Answered on October 10, 2019 at 02:41 PM

    Nevermind about the pdf in the email.  I think I found that setting that had been turned off when I redid the email notification.

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    JohnRex
    Answered on October 10, 2019 at 03:13 PM

    So I assume that the CMPAC field is now being shown in the PDF attachment. Am I correct?

    The only problem now is that the field doesn't appear in the INBOX

    I can see that you have there a PDF FORM, if you won't be needing that one, could you please try deleting the said PDF FORM and see if that will resolve the issue?

    15707347771996425 2.png

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    PublicAccess21
    Answered on October 10, 2019 at 03:38 PM

    Correct.  I deleted it and that didn't change anything.

    And thank you for the images of directions.  Very helpful.

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    BDAVID
    Answered on October 10, 2019 at 05:35 PM

    Please try making a new submission to see if the field "CMPAC Rewind (second airing to fill schedule gaps)" syncs and shows in the Inbox. 

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    PublicAccess21
    Answered on October 11, 2019 at 08:28 AM

    It still isn't showing.  I must have some setting somewhere wrong, but I can't figure it out.

    1570796872cablecast test 10.11.19.png

  • Profile Image
    JohnRex
    Answered on October 11, 2019 at 10:30 AM

    I have cloned your form, made a test submission and was able to replicate the issue. Still cannot resolve it even though I deleted the field and replaced it with a new one.

    I am now escalating this issue to our backend team for them to take a closer look at it. Rest assured that we'll keep you informed on this thread as soon as it gets fixed.

    Apologies for the inconvenience.

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    PublicAccess21
    Answered on October 11, 2019 at 10:51 AM

     Thank you.

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    PublicAccess21
    Answered on October 17, 2019 at 09:13 AM

    Any updates on this issue?  Thanks.

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    AshtonP
    Answered on October 17, 2019 at 09:30 AM

    Thank you for your patience.

    I have followed up with our backend team and they will get back to you with an update.