Empty fields are being included in the email

Hello!



I created a custom template in Word for the emails that are sent automatically after filling out the forms. However, after pasting the template into the editing area, I noticed that the system no longer hides the unfilled fields and that it also does not automatically add the variables of the cards that I add in the creation section. What could be happening?

Hi Luiz,

Thanks for reaching out to Jotform Support. Is the issue happening in your (*) Comunicado de Sinistro Equipamentos? If not, can you send us the affected form URL? Let me show you where to find this:

1. In Form Builder, click on Publish on the orange navigation bar at the top of the page.
2. Select Quick Share from the left side window.
3. From Share With Link, click on the Copy Link button and paste it on this thread.

Can you also explain more about what's happening? Which fields are being included in the email even if they're unfilled? And what variable of the cards are you referring to? Can you send us a screenshot of it? Let me show you how to post a screenshot to our support forum:

1. On the Support Forum page, scroll down to the Your Answer section and click on the Image icon.

2. Drag and drop your image into the Upload box, or click on it and select your file.

3. Then, click on the Add button in the bottom-right corner of the window.

4. To resize it, click on your screenshot and then click on one of the boxes in the corners, and drag it inward.

5. Once you're finished, click on the Post Answer button at the bottom right of the Your Answer section.

Once we hear back from you, we'll be able to help you with this.

Hello Lorevie!



The problem is occurring in practically all of my forms because I have been copying them from one to another to maintain the customizations.



I will try to explain better: when a card is added to the form, it automatically generates an entry with its respective variable in the email template. The problem is occurring from the moment I copied and pasted a template I made in Word to be able to better adjust the layout to my needs. I am having a lot of difficulty using the template editor of the Jotform platform itself. So I made a template on Google and pasted it into the email editing field.



What is happening is that there seems to be no correspondence between the card settings in the form and the template.



I left the option to hide unfilled fields in the form enabled when the email is sent and it is not working. I continue to receive unfilled fields in the email that is automatically sent to me after subscription.



Does this have to do with the source code, perhaps?



We can take the form '(*) Equipment Loss Report' as an example, but the problem occurs in all forms for which I changed the template.



I have attached the design of my template for you to check.



Here is the URL's form: https://form.jotform.com/250714896654670

Here is my template.

https://docs.google.com/document/d/1yGXMiHYpC_WuQdA4JtV0uYTO0ZA3nPGa/edit?usp=drive_link&ouid=114071972542185475050&rtpof=true&sd=true

Sorry: the name of the form is: '(*) Comunicado de Sinistro Equipamentos'

Hi Luiz,

I'll need some time to look into this. I'll get back to you as soon as I can.

We appreciate your patience and understanding.

OK. No problem.

If you need, we can go via teamviewer and I give you access to my dashboard and I show what's happening live to you, if this easily make you comprehend the problem.

Hi Luiz,

When I cloned your form and tested it, I had the same issue, so I created a ticket and escalated this to our Developers. Although we don't know exactly when it'll be fixed, we’ll circle back to this thread when we have an update.

Thanks for your patience and understanding, we appreciate it.

Hi there, Lorevie!

Please, the developers team already have some news about the problem?

Hi Luiz,

There haven’t been any updates yet. I know that it’s taking some time to resolve. I've gone ahead and reached out to our Developers and asked for an update. We'll get back to you as soon as we hear back from them.

Thanks for your patience and understanding, we appreciate it.