Step 1: We have various categories of requests that come in, so I created a set of categories. That is working as expected and in the portal, we ask…
“How would you categorize this request?”
- Bug Report
- General Question or Assistance Needed
- Pricing Change Request
- Pricing Issue
- Programming Request
Step 2: The response to that question determines what Custom Fields will be displayed to the user. (That is working as expected.)
***Question: Why do we have to keep the Details field if we are using more specific custom fields?
Step 3: The user fills out a response, including the custom fields and it is put into my workspace, as expected BUT
The custom fields are on the side of the request instead of in the body of the request. We were really under the impression that you could customize your request, which you can for the portal, but your request customization doesn’t make back it to the workspace. It just comes in as notes on the side. For the various types of requests we handle in our software company, we really need to have these categories and their custom fields be a part of the actual request, not just additional information on the side.
Those custom fields are not viewable in the mobile version of the app. I have a test ticket that has custom fields and when I access the mobile version of the site. Even when I click the “Show log items and notes” button, I can’t see those fields at all. Basically the only things I can see are the Details field, the uploads, and the category.
Also, in the mobile version, in the Details, it shows the Status: “A” which I assume is a key for open, so that may be a bug. I would assume it should be showing Open/Closed or something not a letter.