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Editing ticket information

Glenn Simpson February 9, 2024

Basic question, but I'm not sure of the name of one of the screens so I can't search intelligently.

So let's say a user opens a ticket.  After the ticket is submitted and open, like the next day, they can go back to the Help Center portal, and click Requests in the upper right.  They can click "Created By Me", and then are taken to a list of the tickets they have open.  They then click on the link for a given ticket, and are taken to a screen that shows the communication back/and/forth with the agent, along with some other information along the side.

Question 1:  what is that last screen called, with the details of the ticket, from the Reporter's POV?

Question 2: Is there any way to add the Assigned: field to that screen?

Goal: to enable the Reporter to know who is assigned to the ticket, even if the Agent hasn't responded yet.

1 answer

1 vote
Jack Brickey
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
February 9, 2024

Hi @Glenn Simpson , 

i'm not sure if there's an official name for that screen, but I just called the customer detail issue view. Unfortunately, can't add the assignee to this screen. However, if it's something that's really important to you, you could create your own assignee field and populate it using automation. Then you could display this custom field on the portal. Note, I definitely would not call the field assignee, but give it something unique. There is an open request for this - https://jira.atlassian.com/browse/JSDCLOUD-328 

Glenn Simpson February 9, 2024

That's very helpful.  Once I have the custom field and the automation working, any idea where I go to actually make the custom field show up for the users?

Jack Brickey
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
February 9, 2024

actually, I just was doing some testing on this as I had my doubts. Indeed you cannot add any fields to the customers detailed issue view. This request currently remains open - https://jira.atlassian.com/browse/JSDCLOUD-4328 

Sorry for misleading you earlier.

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