Creating new ticket as staff vs user

techs · **Creating new ticket as staff vs user -** 15-01-2007, 09:12 PM

If we login as the customer and enter a new ticket then we get all the custom field options we created against the departments. Once we try to create a new ticket from the staff area we don't see all of those custom fields which is a big issue.

We need to see the same departments with custom fields on the backend that we are seeing as the customer on the front end.

We need some help here on this one.

Mahesh Slaria · 16-01-2007, 04:23 AM

Hi,

If you are using latest build the create custom fields group as "staff & user ticket creation" else you have to create two different groups "staff ticket creation" and "user ticket creation".

Please let me know if you have any issue with this.

Thanks.

Regards,

jpuff · 16-01-2007, 07:28 PM

I just tried using the "staff & user ticket creation" group and it doesn't appear in my SC. I also have it as mandatory for the department and it won't let me submit the ticket. Hmm..

Mahesh Slaria · 17-01-2007, 04:32 AM

Hi,

I suppose you missed something, Please provide me with admin access to look into it.

Thanks.

Regards,

Hermelin · 17-01-2007, 05:55 AM

Hello,

I'm also interrested in that functionnality. Is that available in latest build or in latest stable version (v3.04.10)?

Anne

Mahesh Slaria · 17-01-2007, 06:26 AM

Hi,

Yes, Staff & User ticket creation is available in our latest build.

Thanks.

Regards,

jpuff · 18-01-2007, 11:57 AM

Figured out why they weren't showing up. I had to restore the customfields and customefieldconfirmstatic templates.

***Varun Shoor*** · 18-01-2007, 06:10 PM

Thanks for sharing the solution.

Regards,

Varun Shoor

alkatraz · 22-01-2007, 08:09 PM

hmm.. i'm looking for the same thing.

I'm running:
Product: SupportSuite
Version: 3.04.10
Build Type: STABLE
Build Date: 11 Oct 2006 01:13:35 AM

Which is the latest Stable build that I can see in the members area. Are you talking about a an unstable build?

thanks

***Varun Shoor*** · 23-01-2007, 07:51 AM

I am talking about 3.10.00 CVS.

Regards,

Varun Shoor

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Mahesh Slaria Offline Member Posts: 183 Join Date: Jul 2006	16-01-2007, 04:23 AM Hi, If you are using latest build the create custom fields group as "staff & user ticket creation" else you have to create two different groups "staff ticket creation" and "user ticket creation". Please let me know if you have any issue with this. Thanks. Regards,

jpuff Offline Member Posts: 77 Join Date: Aug 2006	16-01-2007, 07:28 PM I just tried using the "staff & user ticket creation" group and it doesn't appear in my SC. I also have it as mandatory for the department and it won't let me submit the ticket. Hmm..

Mahesh Slaria Offline Member Posts: 183 Join Date: Jul 2006	17-01-2007, 04:32 AM Hi, I suppose you missed something, Please provide me with admin access to look into it. Thanks. Regards,

Hermelin Offline Member Posts: 46 Join Date: Nov 2006 Location: Germany	17-01-2007, 05:55 AM Hello, I'm also interrested in that functionnality. Is that available in latest build or in latest stable version (v3.04.10)? Anne

Mahesh Slaria Offline Member Posts: 183 Join Date: Jul 2006	17-01-2007, 06:26 AM Hi, Yes, Staff & User ticket creation is available in our latest build. Thanks. Regards,

jpuff Offline Member Posts: 77 Join Date: Aug 2006	18-01-2007, 11:57 AM Figured out why they weren't showing up. I had to restore the customfields and customefieldconfirmstatic templates.

*Varun Shoor* Offline Chief Executive Officer Posts: 2,829 Join Date: May 2003	18-01-2007, 06:10 PM Thanks for sharing the solution. Regards, Varun Shoor Varun Shoor (varun.shoor ]at[ kayako.com) ------------------------------------------------------------------- New to the forum? New user's guide here. Submit a bug report here. Submit support tickets via the members area. Submit sales queries either via live chat or via e-mail.

alkatraz Offline New Member Posts: 10 Join Date: Dec 2006	22-01-2007, 08:09 PM hmm.. i'm looking for the same thing. I'm running: Product: SupportSuite Version: 3.04.10 Build Type: STABLE Build Date: 11 Oct 2006 01:13:35 AM Which is the latest Stable build that I can see in the members area. Are you talking about a an unstable build? thanks

*Varun Shoor* Offline Chief Executive Officer Posts: 2,829 Join Date: May 2003	23-01-2007, 07:51 AM I am talking about 3.10.00 CVS. Regards, Varun Shoor Varun Shoor (varun.shoor ]at[ kayako.com) ------------------------------------------------------------------- New to the forum? New user's guide here. Submit a bug report here. Submit support tickets via the members area. Submit sales queries either via live chat or via e-mail.