Custom field layout by Process?
Is it possible to have multiple processes that have different field layouts?
That is to say, I have 1 queue for HR requests. Each request requires slightly different info. We're trying to prevent user errors by creating as many drop-downs as possible to capture their requests (Change Manager Request, Change Department Request, etc...)
I have the HR queue, and I created the first process and it looks fine. When I go to create another process, I am stuck with the same fields.
Am I explaining this correctly? Is this the best way to do what I'm trying to do?
HELP!?!
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cheech did you ever get an answer on this as I am wondering the same thing. - jortman 8 years ago
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I have the same question... - mrichetti 8 years ago
Answers (1)
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Posted by:
Moncus
4 years ago
It looks like I am 4 years late to the table on this one, but this sounds like a job for Ticket Templates. (which may not have even been an option when this question was posed...)
Here in 2020, each ticket process could be built using a different Ticket Template with specific fields visible, in differing layouts. The Queue would still need to be configured with all of the fields, but the Ticket Templates associated to each Process would then contain the fields relevant to the process.
Here in 2020, each ticket process could be built using a different Ticket Template with specific fields visible, in differing layouts. The Queue would still need to be configured with all of the fields, but the Ticket Templates associated to each Process would then contain the fields relevant to the process.
