Enable custom ticket field columns to be added to the request table in Help Center my activities page

140 Comentarios

  • Amie B

    Hey friends, 

    I've been reading through the comments on this post and the script on page 4 looks like what I'm looking for here. The script looks to be allowing a custom field to show (which is awesome) on the my activities page. I'm looking to pull in the org name which is linked to each ticket. Because the org name field doesn't have its own value, as the value belongs to each individual org name, I'm not sure how I can rework this script to pull in the org name instead. 

    Would anyone else out there perhaps have any ideas on how I could achieve this? 

    Looking at using this script below which Kenneth posted on page 4 of this post comments. 

    ----------------------------------------------------------

    <td class="requests-table-status">
    <div id="{{id}}"></div>
    <script>
    //alert("debugging - do we get here?");
    $.ajax({
    url: 'https://<CHANGE HERE - Domain>zendesk.com/api/v2/requests/{{id}}.json',
    dataType: 'json',
    type: 'GET',
    crossDomain: true,
    contentType: 'application/json',
    data: '',
    processData: false,
    success: function (data) 
    {
    //alert('Debugging - API Success');
    var value="none";
    var count = Object.keys(data.request.fields).length;
    var i;
    for (i = 0; i < count ; i++) 

    //alert("DEBUGGING\nID: " + data.request.fields[i].id + "\nValue: "+ data.request.fields[i].value);
    if (data.request.fields[i].id==<CHANGE HERE - FIELD ID>) 
    {
    value = data.request.fields[i].value;
    break;
    }
    }
    var elm = document.getElementById("{{id}}");
    //alert(Debugging - elm);
    if (elm != null)
    elm.innerHTML = value;
    },
    Error: function (result) {

    }
    })
    </script>
    </td>

    -------------------------------------------------

    Thanks in advance for your help with this one. :)

    Best,

    Amie

     

     

    0
  • Jason Fouchier

         I have been able to pull my custom fields into the table using this method, the only one I am having issues with is the system field of "group". I either get nothing, or it posts none even if I know that the ticket is in a group. Am I having issues because it is a system field? 

     

     

    Thanks,

        Jason Fouchier

    0
  • Jason Fouchier

         Nevermind, the group and assignee are not available datasets on the requests list page. A little more reading and research on my part would have been useful. I do think that it is pretty ridiculous that these are not available to display on the request list page as this can be important to an end user depending on what type of business you are. We are in a business to business scenario and we would like our end users to be able to see the group and assignee of their ticket. This would really help in the flow of our communication to our partners and allow them to have a better understanding of how a ticket journeys through our system. As this page currently sits, it is a massive headache to show our partners the needed information and really stunts this portals growth potential.

     

    Thanks,

     

         Jason Fouchier

    0
  • D Hill

    @Jason - Unfortunately, according to ZD, this isn't on the "public" radar and it's not a big enough issue to be addressed at this time. You're right, it is ridiculous that we can't customize this within Zendesk. It should be a standard feature to adjust the view to be what your customers need it to be without investing more time and money in having someone develop a custom solution. We are stuck using it because we already have so much invested in it. I would love to see some action on ZD's part to move on this particular issue.

    0
  • Chuck Yocum

    @D Hill.

    We are in the same boat.   We have been looking for a replacement for Zendesk because of certain things like this.  As a software developer myself this seems like a really really easy thing to implement.   Our biggest problem is we also have so much time and material invested.  Over time I have been moving more and more stuff out of Zendesk so when we make the move I just have to write a new API and everything will hook up.   I look forward to the day.

    0
  • Yamile Martinez

    Hi, 

    I totally agree; we ended up changing the code and for us it works great:.  In addition, we changed the dates to reflect the Month DD, YYYY HH:MM format.

    Code changes are in the requests_page.hbs

    <div class="container" style="width: 95%;">
    <header class="my-activities-header">
    {{breadcrumbs}}
    </header>
    <nav class="my-activities-nav nav-bordered">
    <ul>
    <li>{{t 'requests'}}</li>
    <li>{{link 'contributions'}}</li>
    <li>{{link 'subscriptions'}}</li>
    </ul>
    </nav>
    <nav class="my-activities-sub-nav nav-spaced">
    <ul>
    {{#each filters}}
    <li>
    {{#if selected}}
    {{name}}
    {{else}}
    <a href="{{url}}">{{name}}</a>
    {{/if}}
    </li>
    {{/each}}
    </ul>
    </nav>
    {{#form 'requests_filter' class='request-table-toolbar'}}
    {{input 'query' id='quick-search' type='search' class='requests-search'}}
    <div class="request-table-filters">
    {{label 'organization' for='request-organization-select' class='request-filter'}}
    {{select 'organization' id='request-organization-select' class='request-filter'}}
    {{subscribe}}
    {{label 'status' for='request-status-select' class='request-filter'}}
    {{select 'status' id='request-status-select' class='request-filter'}}
    </div>
    {{/form}}
    {{#if query}}
    <div class="requests-search-info meta-group">
    <span>{{t 'requests_search_results_info' count=requests.length query=query}}</span>
    </div>
    {{else}}
    {{#unless requests}}
    <p>{{t 'no_requests'}}</p>
    {{/unless}}
    {{/if}}
    <div class="my-activities-table table-responsive">
    {{#if requests}}
    <table id="request-table" class="table my-activities-table requests-table {{current_filter.identifier}}-requests">
    <thead>
    <tr>
    <th >Flx<br>Priority</th>
    <!-- <th style="text-align: center">{{#link 'requests' sort_by='id'}}{{t 'id'}}{{/link}}</th> -->
    <th style="text-align: center">{{#link 'requests' sort_by='id'}}ID{{/link}}</th>
    <th>{{t 'subject'}}</th>

    <th>{{#link 'requests' sort_by='created_at'}}{{t 'created'}}{{/link}}</th>
    {{#isnt current_filter.identifier 'my'}}
    <th>{{t 'requester'}}</th>
    {{/isnt}}

    <!-- <th>{{#link 'requests' sort_by='updated_at'}}{{t 'last_activity'}}{{/link}}</th> -->
    <th>{{#link 'requests' sort_by='status'}}{{t 'status'}}{{/link}}</th>
    <!-- <th>{{t 'priority'}}</th> -->
    {{! FLX MOD: add Internal Priority, Type, Environment, Linked Ticket to the table }}
    <!-- <th>Flx {{t 'priority'}}</th> -->
    <!-- <th>Flx<br>Prio</th> -->
    <th>Request<br>Type</th>
    <th>Environment</th>
    <th>Bugzilla<br>ID</th>
    <th>Linked<br>Ticket</th>
    <th>Duplicate<br>Ticket</th>
    </tr>
    </thead>
    <script>
    // Get request details, injecting custom-fields in Cells of a matching reqID Row
    function getCustomFields( reqID ) {

     

    0
  • Jason Fouchier

    @Yamile, that looks good. I used something similar for some of my custom fields as well. My current issue is that "group" and "assignee" are not available on the requests list page. This leads me to have to make extra triggers to duplicate data dumped into what is essentially a duplicate field just to be able to bring the needed data into the table for my users to be able to view. It's super frustrating that something like "requester" has a helper available but "group" and "assignee" are not.

    0
  • Jason Fouchier

    Hey All,

          First off, I wanted to thank all the people who post the questions, answers, tips, and tricks. The information I gathered from the community was like gold and so helpful along the way.

          So, after a disappointing and frustrating stretch of trying to customize the requests list page, here is my two cents on the issue. 

         All I wanted to do was add the group a ticket was with, who it was assigned to, and make the drop-down menus multiselectable. I was disappointed to learn that none of that was available as an available customization and that what was possible needed the duplication of data to custom fields paired with extra API calls, Javascript and a lot of head scratching. Not being able to do simple things listed above without having to make a patched together workaround is simply frustrating. 

         This is just another disappointing roadblock in the customizability of what could be and should be a great feature to help keep the lines of communication open. It is a touch baffling that you would have such a useful tool in a system that is generally pretty customizable, yet the portal/request list page (which in my opinion should be the most customizable) is devoid of any real/tangible customization. In my particular case, letting the end user see what group and assignee their ticket is with is very important to the direction we are headed as a company in regard to communication with our users. Things like using a templating language to make the code cleaner was a great idea, basing it off a language that is super customizable like handlebars and then stripping away all the customizability is not cool. I understand the statement of "We can't let users run their customized code on our servers", this is a legitimate concern. My argument is that it doesn't have to be one way or the other, you can't tell me that there is not a great compromise in the middle of that void that we can all live with. Now, I know I have just a high-level understanding of all the problems associated with this issue, along with the fact that I am one of the users wanting more options for customization. Not to forget the thousands of hours of meetings discussing the best roadmaps for software and not truly knowing what users are going need or think the need, or how they want to use the product (which may or may not line up with your vision for your own product). I guess I just feel like the compromise would be easier than not having the customizable options. My apologies for the rant, I will step down from my soapbox now 😉. 

     

    Thanks,

         Jason Fouchier

    0
  • Naga Venkata Satya Narayana

    Hi,

    I am trying to call custom field in requests_page.hbs file.I added below code in js file but not able to fetch data.

    var CustomPriority = $('input#request_custom_fields_360012833834').parent();
    CustomPriority.insertAfter($('input#request_Priority').parent());

    Can some one help in how to call custom fields in the requests_page.hbs

    0
  • Trapta
    Community Moderator

    Hi @Naga Venkata Satya Narayana,

    Can you brief the issue a little more? Like, share the screenshot of the error it is showing to you or what you are trying to do?

    Thanks

    0
  • Lohith S

    Hi Trapta,

    We are trying to add Custom Fields to the My Requests page like Priority(Custom), Issue Type etc with sortability.

    Satya tried with the above code from Yamile Martinez, but he is not able to achieve it. Can you guide us where to put this code and how to include the custom fields? Is it through names or field ID ? Because we have 2 Priority fields one standard and one custom. What we need to display is custom Priority values. But how do we include that is the question.

    Thanks

    Lohith S

    0
  • Lohith S

    Hi Trapta, Any update on this ?

    Thanks

    Lohith S

    0
  • Lohith S

    Hi Team,

    Any help on this would be of great help.

    Thanks

    Lohith S

    0
  • Christian Colding

    Hey guys,

    We are definitely reading your requests. Currently our Help Center teams are focusing on other tasks, but please continue to up vote and discuss this, as it helps us to prioritize going forward.

    -1
  • Deepa Daniels

    @Jeff and @Martin, thank you for your comments. We are currently wrapping up the research and solution planning phase for "My activities". As soon as we have finished planning I will be back with and update on the functionality you can expect and hopefully also an approximate release date.

    In the meantime, you are welcome to share more details about your issues via this form.  http://goo.gl/forms/WU1gl5NChz 

    -1
  • Michael Johannessen

    I'm waiting for a solution to, but as i read until now, there ain't no real solution!

     

    /Michael

    -1
  • Ross

    Three years on, and still this isn't implemented? 

    Our customers can SEE the custom field (in our case, 'Customer Account ID' in a ticket in 'My Activities', but cannot see (therefore nor add) their customer account ID when actually creating the ticket through 'Submit a Request'

    Madness really :/

    -1
  • Trapta
    Community Moderator

    Hi Lohith S,

    Looks like Dan Ross has already responded to Naga Venkata Satya Narayana in his other post. Take a look at it here: https://support.zendesk.com/hc/en-us/community/posts/360037124453-Not-able-to-call-Custom-fields-in-request

    Let me know if it helps you.

    Thanks

    Team Diziana

    -1
  • Justin Graves

    Annastashia- I know this doesn't solve your root problem but I thought I'd chime in with a method for speeding up and standardizing the ticket subject lines.

    You would create a custom drop-down field with a list of the products your users log tickets about.  Then create a Macro which uses that field's Placeholder (along with other fields if you like) to set a new Subject.

    Then, when your agents first touch a ticket, they select the proper drop-downs and run the Macro in order to set the standardized Subject line.

    -3
  • Nicole S.
    Zendesk Community Team

    Hi all -

    I checked in with our Product teams, and they said that this isn't in the near-term plans, but they do recognize the value of this request and are continuing to consider it for prioritization sometime down the road. 

    We receive far more feature requests than we can accommodate, and even a small or "easy" request is still one of hundreds that come in every month. We would love to be able to fulfill every single request, and it's tough to know our users are experiencing any kind of problem with our products. But our resources are finite, and we have to make difficult choices. 

    You're welcome to continue to vote on the original post or add detailed use-cases, but we will not likely have an update on this particular functionality for a while. 

    -3

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