Is there any way on the K1000 Service Tesk tickets to reveal more form fields based on a selection from a drop-down box?  I work at a university and we are looking for some sort of way to be able to use 1 queue for all tickets but we need the tickets to be filled out differently based on whether the requester is a faculty/staff member or a student.  Is there a way to set up custom fields that are initially hidden but can be shown whenever the requester type is chosen?  
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That functionality would be a services engagement.  I am not aware of any delivered configurability for this behavior.


Answered 08/06/2014 by: grayematter
Fourth Degree Black Belt

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There is no way of changing the behaviour of the field based on the state of the ticket within the service desk. Clearly the functionality exists in the tool as, for example the resolution field and survey fields appear. However that level of customisation would require re-coding to achieve.

You will need to consider having multiple queues to achieve what you require. I would even suggest having a process and using the "convert to process" option if the additional information is required. The secondary ticket information could also be emailed to the user for the user to click n the link and complete the required data.

Answered 08/08/2014 by: Hobbsy
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