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New to FreshService, so apologies if this has been answered elsewhere, but I cannot find it.

 

We have a set of Service requests that need to include a choice for the requestor to pick, to effectively sub-categorise the ticket. Each of the SRs will have different choices (52 total choices across 13 tickets). The team dealing with these tickets needs to be able to see the choice that the requestor has made on their group Ticket page so they can filter by them - they work on different subcategories throughout the week, as the process for each type is different.

We’ve set up with a custom field that has the dropdown option for requesters to pick from. But can’t work out how to see this choice in the ticket page or in reports

I’ve tried a Web Request https://ourdomain.freshservice.com/api/v2/tickets/{{ticket.id_numeric}} but can’t see how to adapt this to return anything from custom fields, that could be written back to the ticket

 

Can anyone help or steer me the right way?

 

 

 

What we ended up doing was changing the Subject of the SR to the choice made by the user.

That allowed the team to see the tickets by the choice and we could also run reports on the Subject to get that view too

You should be able to filter on drop down tickets fields but it say under advanced filter you can filter SR items field but I have never got it to work. 

Report’s shouldn’t have any issue. Just each metric can only filter on one service item at the time.
You need to filter on service item IS xyz and then you can select the fields in that item. 

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