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Support Article

Blank question shown when question name changed in Survey Rule



You had a Survey Rule with several questions. After you replaced one of the existing questions with a new question, new cases created displayed the new question correctly, gowever, the old cases are displaying a blank page for the replaced question.

Error Messages


Steps to Reproduce

1. Create a Survey Rule which has 1 or more questions
2. Replace one of the existing questions with a new question
3. Open an old case

Root Cause

The root cause of this problem is a defect in customer application code/rules. The Survey Rule loads the questions at run-time, and therefore the old, replaced question is no longer included.


Use a When condition or any other mechanism to hide/show questions as needed instead of removing the question entirely from the ruleform.

Published June 12, 2015 - Updated October 8, 2020

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