When creating a Ticket Template, how do I add a field to include into the template?


I need to include custom fields into a template for a specific category of tickets. ("Damage" with a single choice dropdown of different values) How to I include custom radio buttons or fields into this list to include in the template?

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Answers (2)

Answer Summary:
Posted by: Hobbsy 2 months ago
Red Belt

Just ensure in the queue configuration that the fields are available to the template, so set them to user create or update, anything but hidden ;o) on the queue config screen. You will then be able to drag them into the template as you need and set things like conditional formatting.

Posted by: Mike_Rainey 1 month ago
Senior White Belt

Top Answer

To expand on that, on the "Customize Fields and Layout" screen, you can set custom fields at the lower part of the screen (Custom Fields section), then set their visibility as mentioned above in the Default Layout and Ticket Fields section (it is a little backward but you get used to it). Once created and saved there, it will show up on the right hand list to be dragged to your template.

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