+7Hello All,
We use Freshservice and I created a portal for one of our clients.
Is it possible to change the ticket layout in that portal.
This layout is rather basic and lack a lot of needed information. I like to add additional fields, pick lists etc.
I am not a web designer so editing the code directly in the HTML editor is not an solution. 😁
Thank you all.
Best answer by Roxwell
It’s easy, go into field manager, and open the fields you want to display on the form. make sure the checkbox “Displayed to Requester” “Requestor can edit” “Required when submitting the form” is enabled. this will make them show in the portal, and then allow them to edit and mandate on submission as required.
You can also then use business rules for forms, to control the visibility of specific fields, for specific circumstances.
+9When you mean layout do you mean to raise an Incident or a Service request?
+7
default I see 3 things: Requester, subject, description.
I like to create my own layout whit other fields and maybe even a ‘pick list’ etc.
+9It’s easy, go into field manager, and open the fields you want to display on the form. make sure the checkbox “Displayed to Requester” “Requestor can edit” “Required when submitting the form” is enabled. this will make them show in the portal, and then allow them to edit and mandate on submission as required.
You can also then use business rules for forms, to control the visibility of specific fields, for specific circumstances.
+7Wow, never thought of that. So simple. 😀
Sometimes, one think to difficult.
Thank you!!!
We have different portals for different organizations as an MSP.
+9Wow, never thought of that. So simple. 😀
Sometimes, one think to difficult.
Thank you!!!
You're welcome. Yes Fresh is very clever, sometimes to clever….
+7
We have different portals for different organizations as an MSP.
+9Yes, I would say business rules. :D
+7Yes, I would say business rules. :D
That is what I thought but … turns out this is not the case.
I gave the rule: If system name is not …. client portal then hide.
But … I see the fields in all portals. 😏
+9Is it not this? Making sure the rule is set for Requestors not Agents.
+7Yes!!! You are the best. Thank you very much.
The requestor part was forgotten!
This is not my best day with Freshservice. 🤣
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