I have a case record that uses an online case form. The online form does not allow the setting of the customer field (since it gets set when they open the form), but we have other fields that source additional customer data based on this setting. Additionally, we have workflow scripts which take the information in these sourced fields and use them to set other fields on the case.

It seems the sourcing does not occur in the online form and once the form is in the case system, the fields are blank since the workflow script is only set in the internal case form and does not run as a result of an online form. We could handle this updating when the internal case form is opened for the first time, but prefer this to get set when the online form submits.