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Customer seeing fields on Service Desk Form that do not show for Service Desk Agents

Abbe Moore_qdrbmf

Hi,

I have just set up a new service desk, during the testing phase a customer is seeing a field on the request form that I cannot see and did not set. It's a mandatory field that asks if they want to share the request with our main user group. I can't find any details about why this field would be there or how to disable it.

The same user also has missing values in a drop down field despite the field showing more in the form when I view it.

I have searched the help but can't seem to find anything to tell me what's going on with this. Anyone got any ideas? Thanks!

Abbe

Accepted answers

Angélica Luz

Hi Abbe,

The field "Share with" appears only when customers are grouped in Organizations, so this field allows them to share the ticket with the organization or create a private ticket.
Agents have this option but it does not appear on the create issue screen, they can share after the ticket is created.
Currently, it's not possible to remove this field, the field will only disappear if the customers are not in Organizations.
We have a feature request suggesting the implementation of the ability to remove the field:
- https://jira.atlassian.com/browse/JSDCLOUD-4382

Related to the drop-down custom field, is it a custom field with custom values or is it a user picker field?

Regards,
Angélica

All comments

Angélica Luz

Hi Abbe,

Related to the drop-down custom field, is it a custom field with custom values or is it a user picker field?

Regards,
Angélica

Abbe Moore_qdrbmf

Thanks Angelica. We will wait for the update on the 'Share With' field

The custom field has custom values in it. The user can see some of the custom values but not all of the values

Abbe

Angélica Luz

Hi Abbe,

The custom field that you mentioned, is it a Select list single or multiple choice?
How many options the field has?
Is this user a customer only or an internal user?
Is this issue happening on the customer portal or on agent view?

If it's a user, you can impersonate them by going to their profile and click on "Login as user", then you can check the options that will appear.

If it's a customer, you can change their password and then you can log in using this temporary password and email in the portal to check the behaviour, then ask the customer to change the password again.

Regards,
Angélica

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