Viewing your ticket fields

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9 Comments

  • Tikisha Dowden
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    If a ticket field is removed, will this affect historical data where the deleted field was used on a ticket?

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  • Nicole - Community Manager
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    Hey Tikisha - 

    The following article answers your question and provides some additional helpful info: 

    Best practices for altering your custom ticket fields

    Basically, it won't impact historic data, but it will no longer show on the ticket. Once a ticket is closed, the data will always be in the API. 

    I hope that helps - let us know if you have any further questions!

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  • Diastowo Faryduana
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    Is it possible to restore a removed/deleted ticket field?

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  • Nicole - Community Manager
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    Hi Diastowo - 

    Unfortunately there is not. Once it's been deleted, you would need to re-create it. 

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  • Arianna Rotem
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    Hi,

    Is it possible to add Agent / role  permission based ticket fields? I would like to add a ticket field and allow only certain roles to be able to edit the field. the only permission I found was between Agents / End users. 

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  • Gail Leinweber
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    Hi Arianna,

    Thanks for reaching out!

    It unfortunately isn't possible to restrict a ticket field by role, but you may be able to work around that if you are using multiple ticket forms. You could set up different ticket forms for different groups, and use the contextual workspaces feature to assign specific ticket forms to those groups in order to limit access to the fields on the different forms. 

    Please don't hesitate to open up a ticket with our support team if you want to look at any examples.

    Best,

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  • Heather R
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    @Adrianna,

    We agree with you on setting permissions down to the field level. Here is a Feature Request that has gotten some attention. Please upvote it if you agree it should be considered. https://support.zendesk.com/hc/en-us/community/posts/203438196-Read-only-custom-org-user-fields 

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  • Eve Molloy
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    Hi,

     

    We noticed that when a follow up ticket is created all of the ticket fields are automatically filled in with the same details as the previous closed ticket. Is it possible to disable this?

     

    Thank you,

     

    Eve 

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  • Heather R
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    @Eve

    I've had that issue also and resolved it by creating a new trigger at the top of my trigger list that looks for Channel: Closed Ticket and sets the tags to what I need them to be for a new ticket, which therefore removes all the previous tags and therefore removes all the previous data. 

    Be sure to test it because I found a couple instances where I needed to update my Set Tags to accommodate other triggers already in place. 

    Hope this helps!

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