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Good Morning, I have a few questions on customizing the service desk and tickets.

1) If you click on an Internet link placed in a comment, then the Internet window opens in the same tab causing you to lose your Kace window. Can/how do we change that?
2) Can/how do we get the comments to show in the "Printer Friendly" view?
3) Can/how do you use more than 4 filters to create a Custom View?
4) Can you add a blank text box to a ticket only when certain category fields are chosen? In our current system, if a user selects a certain category the rest of the drops downs are populated and a text entry box is created for say a time available field that they can enter in.
5) Can a custom field be a calendar date selection field like the date due field?

I know this is a lot of different stuff, but I have not been able to find it on the forums. If you have links to the answers I'll take those as well.

Thank You
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1) If you click on an Internet link placed in a comment, then the Internet window opens in the same tab causing you to lose your Kace window. Can/how do we change that?
This is behavior caused by the browser. You can adjust your browser settings to always open a link in a new window or tab; or hold the CTRL key when you click on it.

2) Can/how do we get the comments to show in the "Printer Friendly" view?
I thought it did, but it's been a while since I looked at it. You could create a report for the ticket you need to print I suppose, or try emailing it to yourself then printing the email since it's printer friendly too.

3) Can/how do you use more than 4 filters to create a Custom View?
I don't believe you can.

4) Can you add a blank text box to a ticket only when certain category fields are chosen? In our current system, if a user selects a certain category the rest of the drops downs are populated and a text entry box is created for say a time available field that they can enter in.
No. Fields are not dependant on eachother presently; this is a good enhancement request. Please submit to [email=support@kace.com]support@kace.com[/email] or http://kace.uservoice.com

5) Can a custom field be a calendar date selection field like the date due field?
No; but you can repurpose another date-based field if need be. Custom fields are only text, or selection boxes. Again a good feature enhancement.


Hope that helps.
Answered 08/03/2011 by: cblake
Red Belt

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