Writing this post to know if someone has already faced this issue before and if we can get some help to fix it:

Some customers reported us that the description field is not visible (requester view) for one incident templates we've created. After checking, the field is setup as mandatory and should be visible by the requester.

We've contacted the support and tried to fix the problem by simply save again the incident template. It seemed to worked but actually the problem now appears on an different incident template.

We've tried to clear the internet cache, re-start the service on the server but the problem still appears. Zoho support is now investigating to know if the problem could come from our database.

Is someone as already faced this kind of issue before?

Do you think the problem could come from our server?

Our version of Servicedesk is the following:   8.2.0 Build 8215 

our database is on postgreSQL

Thanks in advance for your help