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Constantine Kuks[CSOC]

Joined Oct 16, 2021

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Last activity Feb 16, 2023

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Latest activity by Constantine Kuks[CSOC]

Constantine Kuks[CSOC] commented,

CommentTicket customization

No,

Let's try it with a visual aid....

 

It is impossible to edit these 2 fields separately.

I change one the other changes as well. As the dev/admin for the platform I need to create several fields that I need named one way for me ( for administration purposes ) and different for agent and end-user.

Why does these 2 fields even exist separately if they are hard-tied together?

The way that the new field creation is built, suggests that there should be an option to edit them independently. ( As they should, considering the situation I outlined in my previous post, this is not a far fetched situation where you need several similar fields for different forms but want to be able to distinguish them as the admin ) 

View comment · Posted Aug 30, 2021 · Constantine Kuks[CSOC]

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Constantine Kuks[CSOC] commented,

CommentTicket customization

The "Title shown to agents" seems to be redundant.

Since every time I edit it, the field name changes and when I change the field name the "Title shown to agents" changes.

Is it possible to edit those separately?

I need the field name to be more verbose so I will be able to know what it applies to.

But for the agents I need the field name to be shorter, for example:

Field name: Internal IT categories.

But the agents should just see "Categories" when they select the appropriate ticket form.

So in short, I need several different category drop-down lists for example but the agents should only see "Category" on the form.

A solution would be appreciated.

Konstantin

View comment · Posted Aug 26, 2021 · Constantine Kuks[CSOC]

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Constantine Kuks[CSOC] commented,

Community comment Feedback - Ticketing system (Support)

I second this request.

We are facing the same issue, for example, if we have ticket forms for several departments many of those have a category drop down.

We do not want the full internal name to be shown to the users whether those are agents or end-users.

It doesn't matter if the department is IT, Financial, HR and so on we need the agents to see just "Category" when they are opening a ticket using a specific ticket form.

and not "IT Categories", "Financial categories" or "HR Categories" that I use to differentiate between the different fields on the admin side of the system.

View comment · Posted Aug 26, 2021 · Constantine Kuks[CSOC]

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