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Can you customize the description field on Create

tscoggin
tscoggin June 26, 2020

I would like to have the Description field have this format when a new issue is started. Can this be done?

Need/Issue:

Resolution/Solution:

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PhilSpo
PhilSpo
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July 30, 2020

Do you want the customer to be able to enter in these values from the request form in the portal and that they appear in the 'Description' field of the servicedesk ticket?

 

Phil

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Tom Scoggin
Tom Scoggin
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July 30, 2020

Thanks Phil.

My goal would be to have the following text pre-filled in the Description field on every new issue ticket. Basically, I'm trying to prompt them to answer these questions within the Description field.

Need/Issue:

Resolution/Solution:

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PhilSpo
PhilSpo
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July 31, 2020

I would create two new custom fields:

 

Need/Issue

Resolution/Solution

 

Put these one the request form and remove 'Description' from the request form.

 

Using the automation I would then on ticket creation copy Need/Issue and Resolution/Solution to the description field using their smart values.

 

Phil

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