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New field in ticket layout

Since we have multiple office on different timezones, each ticket comes with a location field, but i've been trying to do so that the Location appears in the ticket queue and i am a bit lost The current queue shows these fields: Number, Issue/Request, Priority, Status, Submitter, Owner, Created I can go in the Queue customization page and see what fields are available, but i have no option for Location Is there some way to add that to the list of available fields? Thank you

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Answers (6)

Answer Summary:
Posted by: rstory 2 weeks ago
White Belt
0

After clicking customize fields and layout scroll down to the bottom and click the template you want to add the field to.  From there you can drag and drop categories to add/remove them.  If you want that field in all your layouts you will have to add it to each one.

Posted by: Hobbsy 2 weeks ago
Red Belt
0

Top Answer

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Custom fields is the right section, you will need to set a custom field as Field type, Single select and then in the Select Values, enter a copy of the code from this image

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This will then display all your location fields that are found in your user records, imported from AD in the Servicedesk dropdown field.

You then need to scroll up to the Default Layout and Ticket Fields section and set the Label i.e. what text appears next to the field in the ticket and the Permissions for the field, i.e. who can edit and when in the ticket. 

Make sure you save your settings and you should be good to go.

Posted by: Empousa 5 days ago
White Belt
0
@Hobbsy, i managed to create that label and even added the column to the available fields, but it's not working (displays blank). Are you sure that query is the correct one? I do see in each ticket the new created field but it appears like a drop-down box from which i can pick the location and if i add the column in the ticket queue it appears blank
Posted by: Empousa 1 day ago
White Belt
0
I tried this query with no success. SELECT DISTINCT(ASSET.NAME) FROM USER USER INNER JOIN ASSET ASSET ON (USER.LOCATION_ID = ASSET.ID) WHERE ASSET.ID = USER.LOCATION_ID AND USER.ID = (SELECT SUBMITTER_ID FROM HD_TICKET WHERE HD_TICKET.ID in (< TICKET_IDS >))
Posted by: Hobbsy 3 weeks ago
Red Belt
0

You should be able to do that, you need to edit the queue settings and click customise fields and layout.

Then scroll down to the very bottom of the page to the Ticket Lost Layout area and add in your location field.

Save you settings and you should the be able to add in the column in the ticket list view.

Posted by: Empousa 3 weeks ago
White Belt
0
Hmm, i can't seem to find what you said. On that page i have 3 section at the bottom: Custom fields, Ticket list layout and Ticket templates. I assume you mean the Custom fields section, but i cannot find any way there to add Location, like in this snapshot https://ibb.co/pvX8xYk

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