I’ve found a behavior with iiQ ticketing + assets that I did not expect today and it’s causing some issues.
The setup:
Our district uses “role” based conditions to limit visibility of certain custom fields.
For example, when an agent starts a new a hardware ticket, they can mark if the device has physical damage. This is not a custom field that we want visible to the end user / asset owner, so we limit it to only being visible to agents and iiQ administrators.
![](https://uploads-us-west-2.insided.com/incidentiq-en/attachment/d980aed3-e56b-4683-a5ae-838f529b9287.png)
What works:
As expected, if an agent starts a new ticket via their Dashboard or left-hand nav, they see the custom fields specific to their role:
![](https://uploads-us-west-2.insided.com/incidentiq-en/attachment/7b88de32-b5e1-4e18-905c-ece625a094cb.jpg)
What doesn’t:
But if an agent starts a new ticket via the Asset Details page, the custom fields are no longer visible:
![](https://uploads-us-west-2.insided.com/incidentiq-en/attachment/2f834e74-03d9-4b4e-a18a-5d4b9e6ae931.jpg)
Why this is happening:
I figured out that there is difference in the ticket submission behavior, depending on where the new ticket is generated from:
- If an agent starts a new ticket from their Dashboard or left-hand nav, the Ticket Wizard sets the agent as the requestor
- If an agent starts a new ticket from from the asset’s “Asset Details” page, the Ticket Wizard sets the asset’s owner as the requestor, until the ticket is actually submitted
![](https://uploads-us-west-2.insided.com/incidentiq-en/attachment/a9f0e1f3-e3e9-4a0a-bd6b-fbcb9563a58b.gif)
Since the “role” condition on custom fields is looking for the requestor to be an agent, a non-agent (i.e. most asset owners) wouldn’t see them.
tl;dr: If an agent starts a new ticket via the Asset Details page, the Ticket Wizard presents its options as if the requestor were the asset’s owner — which may impact the visibility of role-based custom fields during the ticket submission process.
So, is this expected behavior, or a bug? While I actually like that submission of the ticket via the Asset Details screen automatically submits on behalf of the asset owner (I kind of wish that happened across the board), I don’t like that it strips out the custom fields intended for the agent to see. Thoughts?
Thanks.
Best answer by zige
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