We created a custom field with instructions for agents. The agents were able to see it while editing the custom field section of a ticket and now they cannot. The ability was lost about 3 months ago. The field shows for the requestor while they are entering the ticket only.
Question
Custom field type information no longer viewable by agents
+2
+6Hi
I hope you’re doing great! Could you please share the custom field’s name and an example ticket number on which the agent isn’t able to see that custom field? That would help me in my investigation.
I look forward to hearing from you!
Regards,
Jas
+6Hi
Thank you for sharing the additional information! I was able to replicate this on my end. I’ve created a ticket on your behalf. You should be receiving an email notification regarding the ticket creation and can also view the ticket by clicking on the bot icon located on the bottom right on the IIQ page. I’ll continue my investigation and keep you updated on the ticket. Thank you for reaching out to us and I hope you have a great rest of your day!
Regards,
Jas
+14Hi
This is actually working as intended. An informational custom field will only appear on the ticket prior to the ticket being submitted. I totally understand the confusion since we had a defect earlier, in the time frame you are referring to, in which the field was exposed to the user working the ticket after it had been submitted. This defect has now been fixed.
If you’d like for this information to appear only to the user working the ticket after the ticket is submitted you can use a ‘Confirmation’ custom field to achieve your goal!
I hope this information helps!
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