I have a requirement that:-
1. Once customer creates an issue, to support team one custom field should be filled automatically and that field should not be visible to customer only support team.
Filled automatically with what data? As for the field visibility, as long as the field is not added in Request Type > Edit field configuration it will not be visible in the customer portal.
Thanks for reply.
We have a field " Customer" with drop down value say A, B, C
What i need is, if customer A is requesting to service desk, this field should not display to customer, but once he submitted the request, Customer field should have default value A automatically filled up.
Because now we are doing it manually but sometime we miss that field to edit.
Is it possible to handle it?
what defines a "customer"? if it is a specific user you could use automation.
when issue created
if reporter = user A
then Customer = A
etc.
Of course if you have a lot of customers/users then this will become cumbersome to setup and maintain.
If however, "customer" is a set of users based upon say the domain then you will need to leverage an addon, e.g. Powerscripts, Scriptrunner I expect.
Is this possible by using automation ?
I need something like this.
Based on the members of an organization is need to fill an custom field with A OR B.
This should be triggered when the ticket is created or the reporter is changed.
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