Issue Summary

When a customer selects an Entitlement in the portal request form, and the form contains any text field, the Entitlement field doesn't get prepopulated

Steps to Reproduce

1. In a Customer Service Management project, configure Products and Entitlements.
2. Assign at least one active Entitlement to a test customer and/or their organization.
3. Create a new form, add a Text and Entitlement field
4. Log in as that customer and go to the portal.
5. Create a new request using the configured request type.
6. In the form, open the Entitlement dropdown 

Expected Results

The Entitlement gets pre-populated with available options 

Actual Results

The Entitlement drop down is empty

Workaround

Use a separate custom field instead of the Entitlement field on the portal form, for example:

• Add a custom single-select field (e.g., “Support plan”) to the request form.

• Use automation or manual agent actions to set the Entitlement field on the issue based on the value selected in this custom field and/or the customer’s organization.

Remove text field