Can some one will help me out with i want to remove from the screen "Use Request Type fields"

[Sreenadh]

Hi,

Can some one will help me out with i want to remove from the screen "Use Request Type fields"

Please find the attached screenshot.

Thanks,

[Patricia Francezi · Accepted solution]

Hi @Sreenadh 

You can´t remove it. 

This is a new agent view, to help the agents opening tickets in behalf of the customer. 

When you turn the toggle on, the agent will see the same fields customer sees in customer portal for that request type. 

This would help the agent to fill the fields that are important for your team and for the customer. 

I hope this helps to clarify

[Bacho Dvali]

@Patricia Francezi Hello , Can I somehow set Toggle off by default? so when Creation process starts its automatically turned off 

[Patricia Francezi]

Hi @Bacho Dvali 

Welcome to the community. 

Currently is not possible to define the default patern, as its not possible to take it off from the screen.

[Lewis Cook]

I'm interested in this situation. From what I've just encountered the problem I have with this feature is that mandatory/required field settings aren't being adhered to when using the "Use request type fields" on

Either the field configuration for the issue type or the portal request type settings. This seems at odds with the theory being suggested that this will help agents fill out important fields!

[bartlomiej.siwek]

Indeed this 'feature' only causes a problems. If I want agents to create tickets in behalf of customers I would just add needed fields. Could there be something done about it?

[Guido Menardi]

Agents can do whatever they want...

They are agents, not admins. They must follow the rules.