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Helpdesk custom field column visibility

Hello,

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
0

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


Comments:
  • 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
0

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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