newtech Posted May 28, 2009 Share Posted May 28, 2009 I have created some custom dept fields. I want it so that when someone submits a ticket that they have to fill out the custom dept fields in the ticket. I want it so that when the ticket e-mail is sent the tech can see in the e-mail these custom dept fields. Also, when the tech logs in to view this ticket they can see these custom dept fields. 1. Is it even possible for them to be viewed in a e-mail (be inserted in the e-mail template). If so what is the tag I enter into the e-mail template? 2. I assume that I must edit the supportticketsubmit-steptwo.tpl to enter the custom dept fields. What is the tag I use to identify them so that they carry over into the actual ticket that is viewed online? 3. Do I need to edit anything else? 4. Note: I have two means for clients to submit tickets. For one department they do not have a user account. For another department they must have an account to submit a ticket. Will the above goals work for either type of ticket submission? 0 Quote Link to comment Share on other sites More sharing options...
newtech Posted May 29, 2009 Author Share Posted May 29, 2009 Any suggestions on how to make this work? I am ready to go live and this is the one that is unresolved. 0 Quote Link to comment Share on other sites More sharing options...
newtech Posted June 1, 2009 Author Share Posted June 1, 2009 Still have not received an answer for this topic. Further research shows that it appears you cannot have department custom fields in trouble ticket e-mails. But what about question 2. Can I have the department custom fields appear when a person submits a ticket? How do I make this work? 0 Quote Link to comment Share on other sites More sharing options...
newtech Posted June 1, 2009 Author Share Posted June 1, 2009 If there is no way to accomplish what I want can someone just give me a no, instead of me just waiting for a no to come. 0 Quote Link to comment Share on other sites More sharing options...
dswp Posted July 14, 2009 Share Posted July 14, 2009 There is a "required?" checkbox on the custom field creation form, I haven't tested it, but would this not require the field before the client submits the ticket? 0 Quote Link to comment Share on other sites More sharing options...
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