K1000 Service Desk Changes on 7.0?
I recently upgraded my K1000 to 7.0 and received an unwelcome surprise on the Service Desk side. It seems that the Submitter, Asset, and Device fields have all been moved to the left side of the entry side, causing my entry views to be all messed up. They all used to be in a partition to the right (like how the ticket looks after it has been submitted. It also has my Knowledge base articles as a staple top line that I can't even hide. Is there a reason for these changes?
The reason why I ask is because it has completely messed up the flow of my Service Desk tickets, and I can't get them to look quite right again.
Has anyone else run into this issue as well? What have you folks done about it?
Thanks in advance!
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Posted by: rrjustin 4 years ago
You can change the layout of fields. A few new features were added, for example - 'preview form as...' which allows you to preview your ticket form as it will appear to different user levels you've configured. A new 'enhancement' was the ability to re-arrange any field that appears under the layout ticket fields under service desk > configuration > queues > [queue name] > ticket defaults > customize these values > layout ticket fields. You can drag them around to rearrange them, and then use the preview feature to see how it appears to users/admins.