Subject

Service Portal Ticket Fields widget's Options section

Overview

The Options section, will be visible or not on record according to the following logic:

When records are created via record producer (with variables assigned), the Options section will be visible to display the values of the variables.

When an incident is created via desktop UI (not using a record producer like the "Create Incident"), there are no variables to fill in, only the fields. So that's why the Options will not appear on those cases.

As can be seen in the code, the Options section will appear based on the condition:

data.variables.length > 0

There's a table question_answer which is storing all the question(variables) and answers for each record.
If a specific record has no entry in this table, it means there aren't variables associated with it so the condition will not pass, hence, Options section will not be visible.