That version is about 10 minor versions/patches behind the most current one so I suggest upgrading. Hundreds of defects have been resolved since then.
However, have you verified the fields are not in a dependency?
Do they display as expected for users in other roles? If they do not display for anyone, then I might suspect they are in a dependency configuration.
If the problem is for that role, have you verified the user you are testing with (or the user reporting the problem) is actually a member of the role you think they are?
Thanks for the reply. The fields are not in a dependency. Other roles (agents,etc.) can see the fields. And yes, my test user is part of the group in question.
I am planning an upgrade as it's been quite some time. Hopefully, that resolves the issue. Do you know of any other way to debug the issue?