Apply certain fields to certain issue ticket types for Agents Edited

Hi All, I am aware that the customer portal can be made to only show end users only specific fields and hidding others. My question is from the perspective of a Service Desk Agent creating tickets from within the agent web console. Let's say I have a project with 30 custom fields and 3 issue types (Request, Change, and Issue). Some of my 30 custom fields may only be used for change tickets and some may only be used for issue tickets. When an IT agent creates a ticket is there a way in the create ticket menu to only display certain fields that only apply to those ticket categories? 

 

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2 answers

0 votes
Susan Hauth Community Champion May 24, 2017

I would recommend that you have different screen schemes for the different issue types that would show only the fields pertinent to the issue type. 

We made new schemes and that seems to have done it. Thanks!

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