On the creation screen of Issues of incident type that the Agent sees, not all the fields configured for this view are visible, but they are displayed when they are enabled for the portal where the Customer. To configure the Agent screen I access to configure by Project Configuration / Screen / Create Incident To configure the portal I access to configure by Project Configuration / Types of Request / Incidents / Report Productive Incident When I add a field in this view, if it is seen on the Agent issue creation screen. How can I make sure that the incident creation screen that the Agent has has fields that do not appear in the Customers portal?

Okay so this is how it works: * Agents will see all the fields in the Incident Create Issue Screen (your first picture). * Your customers will see fields on the screen on your seconds picture (Report Productive Incident). On the Report Productive Incident screen, you can only add fields that is in the Incident Create Issue Screen.

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In the incident creation screen that the Agent has fields that do not appear in the Customers portal

Jhon Castro

On the creation screen of Issues of incident type that the Agent sees, not all the fields configured for this view are visible, but they are displayed when they are enabled for the portal where the Customer.

To configure the Agent screen I access to configure by Project Configuration / Screen / Create Incident

Screen Agent.PNG

To configure the portal I access to configure by Project Configuration / Types of Request / Incidents / Report Productive Incident

From Customer.PNG

When I add a field in this view, if it is seen on the Agent issue creation screen.

How can I make sure that the incident creation screen that the Agent has has fields that do not appear in the Customers portal?

Accepted answers

Peng Zhou_65x8un

Okay so this is how it works:

Agents will see all the fields in the Incident Create Issue Screen (your first picture).
Your customers will see fields on the screen on your seconds picture (Report Productive Incident).

On the Report Productive Incident screen, you can only add fields that is in the Incident Create Issue Screen.

All comments

Peng Zhou_65x8un

Okay so this is how it works:

Agents will see all the fields in the Incident Create Issue Screen (your first picture).
Your customers will see fields on the screen on your seconds picture (Report Productive Incident).

On the Report Productive Incident screen, you can only add fields that is in the Incident Create Issue Screen.

Jhon Castro

Thanks for you response @Peng Zhou !

Yes, but the fields in the Incident Create Issue Screen (first picture) don't appear in the form of Agent for create an incident (next picture) if not add the fields in seconds picture (Report Productive Incident).

Screen Agent Form.PNG

Is this how it works?

Regards

Peng Zhou_65x8un

Sorry I don't fully get it.

When you add fields to Incident Create Issue Screen, it will be in the Create screen form.

It will automatically add the field to the request form on the customer portal. You have to hide them by dragging them the fields to the right under Fields (second picture)

I hope this helps.

Jhon Castro

Thank you @Peng Zhou !

The issue is solved!

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