There are many cases where we would find it helpful to edit a field on a service request once it is submitted. As of now they are locked in, if something get submitted improperly it cant be changed and relying on people to check notes can lead to miscommunications.
This would also allow for more dynamic processes, where a ticket is submitted, more fields are filled in by a first stage fulfiller, who moves it to the second fulfiller.
New Idea
Allow for fields on a submitted service requests to be updated
+4
+14- Top Contributor ⭐
There are many cases where we would find it helpful to edit a field on a service request once it is submitted. As of now they are locked in, if something get submitted improperly it cant be changed and relying on people to check notes can lead to miscommunications.
This would also allow for more dynamic processes, where a ticket is submitted, more fields are filled in by a first stage fulfiller, who moves it to the second fulfiller.
You mean for the requesters ?
Agents can edit them.
Totally agree—being able to edit fields after submission would help avoid miscommunication and make the process more flexible. It’d support multi-stage fulfillment better too.
+4There are many cases where we would find it helpful to edit a field on a service request once it is submitted. As of now they are locked in, if something get submitted improperly it cant be changed and relying on people to check notes can lead to miscommunications.
This would also allow for more dynamic processes, where a ticket is submitted, more fields are filled in by a first stage fulfiller, who moves it to the second fulfiller.
You mean for the requesters ?
Agents can edit them.
Wow, do I feel a little silly having not seen this. Thank you, I really appreciate you pointing this out.
This brings a new question. We have some workflows that say “On submission, if Box A is “yes”, send this notification”
Is there logic that we can build into this workflow so that if it is edited from “No” to “yes” that it sends the notification?
+14- Top Contributor ⭐
There are many cases where we would find it helpful to edit a field on a service request once it is submitted. As of now they are locked in, if something get submitted improperly it cant be changed and relying on people to check notes can lead to miscommunications.
This would also allow for more dynamic processes, where a ticket is submitted, more fields are filled in by a first stage fulfiller, who moves it to the second fulfiller.
You mean for the requesters ?
Agents can edit them.
Wow, do I feel a little silly having not seen this. Thank you, I really appreciate you pointing this out.
This brings a new question. We have some workflows that say “On submission, if Box A is “yes”, send this notification”
Is there logic that we can build into this workflow so that if it is edited from “No” to “yes” that it sends the notification?
It happens to all of us :)
You could try this event
Then have a condition if the field you are after is yes then do something. I haven’t tested it.
As FS do not save past state on a field it’going to be harder check it was changed from No to Yes.
You could have a custom field or a tag on the ticket that you use to store the initial value.
Keep in mind by default agent’s can’t edit fields after approval is sent out, you can overrule that with a business rule for form.
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