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Service Request Placeholders don't show up in catalog index

  • 17 September 2019
  • 5 replies
  • 88 views
K
Rank

Hi,


The catalog index shows Service Requests with the same generic layout which is missing the Subject to easily visually identify what the request is actually about:


image


I wanted to get the Subject. I found several pages that are supposed to have working solutions, but don't.


One was to add the item.name placeholder in Admin > Service Catalog > Service Request, and the Compose Service Request Subject section. But that was already there.


I tried to add the subject from the insert window, {{custom_field.cf_subject}}, but doesn't show up on the index page either.


I have also tried {{ticket.subject}} {{ticket.description}}, but those don't work either.


This seems to be a bug. Otherwise, can you provide a working solution to customize the summary of a Service Request on the catalog index page? https://assetscience.freshservice.com/helpdesk/tickets/view/unresolved


Thank you,


Kris

5 replies

V
Rank

Hi Kris, 


The custom Service Request Subject should help you in identifying the request item name and other details from the Service Item on the ticket list view page. I have created a ticket for this issue as this seems to be happening only for your account. We’ll get in touch with you on the ticket with further information. 


Thanks for using Freshservice! 

sanofar.allahpichai
Rank
Userlevel 4
Badge +6

Hi Kris,


We see that our support team reached out to you regarding this by adding the placeholder for the custom Subject field in the Service item. I hope the solution helped you out.

 

Regards,

Sanofar

Warm Regards, Sanofar || Freshworks Community
B
Rank

Hi FreshService Support, 


I seem to be experiencing the same issue when attempting to add a customized field to the subject title of a Service Catalogue form.  

{{item.name}} for {{requested_for}} {{custom_field.cf_system}} - does not dispaly the field on the subject line.


image


Look forward to your response

Thx

Bea


B
Rank

image


Received this as an email response, what does unsolved reference, a Bug?


sanofar.allahpichai
Rank
Userlevel 4
Badge +6

Hi All,


We hope your queries were clarified on the support ticket and the issue was resolved. Since you posted on this Forum topic which was earlier marked as 'Solved', you received an email notification saying it has now been marked as 'Unsolved' so that we can address your queries.


For future reference: 

Please note that the subject line of a service request can be customized for each service item while configuring the service catalog using the ‘Insert Placeholders’ option. This will display the list of available and valid placeholders pertaining to a specific service item.


 


Ticket Placeholders like {{ticket.subject}}, {{ticket.description}} don’t work as there is no data available at the time of service request creation, and hence would not be fetched into the service request subject.


Regards,

Sanofar 

Team Freshservice

Warm Regards, Sanofar || Freshworks Community

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