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Ticket Fields - Need a way to dynamically capture data from users

  • 19 April 2019
  • 4 replies
  • 71 views
S
Rank

As far as I have been able to tell, you can only do 1 level of dynamic section for a ticket.  I have a use case where for a certain ticket type we want to prompt our users for the data we need to solve the issue, because they never use the Subject and Description fields to provide it.


Here's the scenario.  My desk is supporting multiple applications and I want to have a ticket type (dynamic section) for each Application.  Then under one of the applications I really need to add a nested dynamic section to be able to display the entry fields we need only if that case exists, but this is not possible right now with Freshservice.


Has anyone run across this, and how did you end up handling this?




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4 replies

S
Rank

Workaround for now -  I created top level (issue type) for the initial drop down so that each type of Application ticket would have it's own section.  It makes the first drop down pretty long, but at least we can capture the input we need based on the type of the ticket.   But it's just plain ugly...


We really need to nest this to give the users a better experience. 


T
Rank
Userlevel 1

Hi Scott,


As you said earlier, we do not support Sections inside another section, As you are trying this to be enforced in the customer portal, we would suggest making use of portal customization where we can show hide Fields within a section based on selection of another field within the section.

Also this customization would be applicable for Users on the customer portal and not for agents in the helpdesk.


Please feel free to reach out support for further assistance.

S
Rank

"portal customization where we can show hide Fields within a section based on selection of another field within the section."


Could you point me to the documentation for this?



T
Rank
Userlevel 1

Hi Scott,


Through portal customization you cab modify the properties or the UI though simple j.scripts & css. This topic should give you more insights. Do reach out to support and we will be happy 

to guide you through it.





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