KACE Product Support Question

K1000 6.3 Service Desk Tickets

04/18/2015 1851 views
I'm setting up Service Desk to let users submit tickets through the portal and use dropdown boxes to drill down through the most common problems. Is it possible to change the layout of a ticket so that the Comment field is below the dropdown boxes? I see it's possible to reorganize some fields, but not that. I'm trying to prevent users from typing in info that will be covered by the dropdown boxes.

If it's not possible to change that view, maybe the next best thing would be to make the default comments section Owners Only and then create a custom Notes field for people to provide additional info. I'd be interested to hear from others who are having their users use the portal instead of sending email.
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All Answers

With the new release of 6.3 there are restrictions that mean that you cannot move the comments field out of the top area of the ticket, which is a bit of a pain, I must admit!!

You can make the comments field owners only, hidden from users, and add in a custom field for users to add in comments on the initial call logging, which you could use instead of the main comments box. 
Answered 04/21/2015 by: Hobbsy
Red Belt

Thanks, Hobbsy. I actually wound up making the Comment field read only for the users and typed what I wanted into the Title field, then created a "Details" field at the bottom.
Answered 04/21/2015 by: tpr
Black Belt

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