Add Company name to ticket view

[Rothgar]

We would like to see the company name listed in ticket view so the support staff can see if this client is a major ones of ours that needs immediate attention.

Can this be done easily? I don't want to do too much code changing, I am hoping it can be done in a template so it's upgrade friendly.

Thanks.

[supportskins]

Have you created a custom field for company name?

[Rothgar]

Yes I believe we have and we are running the latest 3.20.X build.

[Andrew Scott]

Did you create right group for custom field? Do you want your customers to input company name right? So you have to use "User registration group".
And then info from this custom field will be viewable for your staff.

Andrew, Holbi

[Rothgar]

No we don't want to have users input the Company name, staff will change this field and it should be displayed on the ticket view for staff members or both. This is so staff will be able to easily see which company the ticket is coming from.

Customers should not have to input this field and they should not be able to modify this field.

Thanks.

[supportskins]

Well if you add it as a custom field, your staff users will be displayed the information while viewing the ticket from the Staff CP.

[Rothgar]

Can you give me some steps?

Do I need to modify any template files for this?

Or are you saying if I add a custom field it will display in the ticket view, will not require any customer data input and will be shown only to staff in the Staff CP only?

Thanks.

[supportskins]

Or are you saying if I add a custom field it will display in the ticket view, will not require any customer data input and will be shown only to staff in the Staff CP only?

Correct. You can add a custom field - company name in the User Registration form or Client Ticket Submission form.

[Rothgar]

We don't want the client to input or modify this field though?

The staff will enter the company name or modify it, they just want to be able to see this field in the ticket view.

[supportskins]

You can add a User Registration field and set "User Editable" option as No.

[gmessler]

One thing I have not figured out how to do is have the User Registration Fields (custom) show up in my ticket list. Mainly, I want my User Field "Company" to show up in my ticket list.

When editing a "View" you can choose from other custom fields but not User Regsitration Custom fields. Why?

[Siora]

Originally Posted by gmessler

One thing I have not figured out how to do is have the User Registration Fields (custom) show up in my ticket list. Mainly, I want my User Field "Company" to show up in my ticket list.

When editing a "View" you can choose from other custom fields but not User Regsitration Custom fields. Why?

User registration is not part of the ticket view. You need to add a custom feild to staff ticket creation if you want it to show up in the "view" list.

[supportskins]

If you create a custom field for User Registration and make registration mandatory before tickets can be submitted, this information will always be displayed on top of the ticket when the registered user creates a ticket in the helpdesk.

[Rothgar]

Ok, so if I create a field called "Company" which is User editable "No".

I put this under the group "Company Details" of which I set to User and Staff tickets.

Will the "Company" field be saved for the user? Or will I need to add it as a "User registration" field? If I need it as a user registration field then how can I make it show up on tickets as well?

What I want is for staff to set the "Company" name once for each user so we know what company they are frow, whether this is done via a group or whether it's done per user I guess doesn't really matter, group would be nicer.

Once this field has been entered it should be saved and show up on any ticket a staff member opens so they can see easily what company a ticket has been submitted from. Optionally it could also be on ticket creation page as well but users should not be able to change this field.

I think we are getting close based on what you guys have shown me so far.