Helpdesk custom field column visibility


I had a user ask if we can make a custom field within our Helpdesk queue an option under Column Visibility, but I am only seeing baked in SMA fields available to select. I have the custom field in the Ticket List Layout section (Helpdesk > Configuration > Queues > [QueueName] > Customize These Defaults, under Ticket Defaults section > Ticket List Layout, second to last section), but it is not showing up in column visibility.



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Answers (2)

Posted by: Hobbsy 3 months ago
Red Belt

You need to change your view by to show just the queue with the custom field, then you should be able to add it to your list view

  • If I'm understanding you correctly, you're meaning create a Custom View with that field and it should show up in the Column Visibility options? If so, I am still not seeing it. - tbatchelder 3 months ago
    • No, I am saying select only the queue that you wish to see, not an “all queues” view, the custom field should then be available to select for you view - Hobbsy 3 months ago
      • Ah, okay. I am in that specific queue already but it still isn't showing up. I have opened a formal KACE support ticket and have a meeting on Monday. I will update if I find out anything new.

        Update: I was told by KACE support that it is not possible to have a custom field show up as a column in the ticket list view. - tbatchelder 3 months ago
Posted by: Disappointed Idealist 3 months ago
White Belt

You need to hit "Reset to Default Layout" EVERYTIME (as long as the custom field is in the Default Layout and Tickets Field is not hidden).  I quickly add it to mine to show you, see below.



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