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Cases Generated via Online Form Default to Unrolled View on Record

edited Jun 2, 2025 2:50PM in Ask A Guru 3 comments

Hello Community!

I am running into something a bit strange that I don't completely understand… When I generate a Case via the Online Form the record defaults with the Unrolled View on, and and the option to toggle the view is NOT available.

Meanwhile… when a Case is generate via email or manual entry the record defaults with the Unrolled View off, and the option to toggle the view is available.

Is this a result of a preference set on the Online Case Form??? Please help!!!

Case Generated via Online Form

Case Generated via Manual Entry

Case Generated via Email

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