Blank Fields when Forms are Submitted

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PharaK SupportServiceManager
PharaK SupportServiceManager ✭✭✭✭✭✭
edited 04/23/21 in Smartsheet Basics

Hi Everybody

For the past week we are experiencing random incidents of fields not displaying almost all data submitted through a specific form.

We have reported the issue to smartsheet support 2 times in 2 days.

In case any support person is reading this the Case number is: 04640086

Here's the form link: https://app.smartsheet.com/b/form/0861f06380f54ea4851ca7d7a0667f13

Screenshot below

The big concern is that once the client submits the form, they are redirected to a payment page where they proceed to make payment using either the email address or mobile number as reference. Because the mobile number and email address is not in the smartsheet, we are unable to locate the file and allocate payment to the file.


Thanking you in advance.


PharaK

Answers

  • Genevieve P.
    Genevieve P. Employee Admin
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    Hi @director62476

    I'm unable to replicate this when all of my fields are set as restricted, like your form is.

    Could these rows be created manually, instead of through the form? Or is it possible that the row has come in with the data, and something else is erasing it after the initial submission?

    Please check the Cell History for your blank cells to see if there is any data there, and if you have access to it, the Activity Log as well (see: View Changes Made to Smartsheet Items). If these are both blank, I would highly recommend waiting for Support so they can troubleshoot this with you directly through a private channel.

    Cheers,

    Genevieve

  • Genevieve P.
    Genevieve P. Employee Admin
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    Hi @director62476

    This is definitely unexpected behaviour! There currently is no report of a specific operating system that enables users to bypass the "required fields" in a form, or removing out form submission entries, but that's a good suggestion for what to look into.

    Can you confirm how they are accessing the form? Is it via a computer or mobile device? What browser are they using?

  • Nicole1775
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    I am having the same issue. Was this resolved?

  • Davinci
    Davinci ✭✭
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    Hi @Nicole1775

    No official confirmation was received indicating somebody attending to this issue. Apparently somebody did attend to it seeing that the data information has been redacted. I did not do the redaction.

    However I can confirm that I have encountered the issue for a long time.

    I'm hoping somebody will pick this up and attend to it.

    PharaK