Turn off or hide the Queue default layout?
I'm working on creating a number of ticket templates in the Queue Customization area of our main Help-Desk queue.
Building the templates and custom fields is relatively easy, but if an end user clicks on the "Ticket Quick Action" button in the user console home page, they still get the option to use the queue default layout, which will have the custom fields that may not pertain to their request. Even when I turn off the "Ticket Quick Action", when they go to open a ticket it will still show a link to the queue default layout.
So, is there some way to turn off or hide the queue default layout, so that the end users don't see it as an option?
Answers (1)
Top Answer
I tried it in my lab and created two test templates and if I go to userui, click on the need help button on the homepage it displays me the two templates and if I click on New Ticket it simply uses the template that I set as default.
Did you enable the templates at the top right of the template settings? Did you also enable that they are shown in the user ui?
What version of SMA are you running? I am on the latest version 13.2.182.
Comments:
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Thank You Sven
I'm currently on 13.0.383 on my K1000.
I currently have my template configured the same as your example. However, when I select "New Ticket..." it still opens the queue default layout.
I will look through the release notes of the newer versions to see if there are any changes pertaining to this. - dsteinhauser 12 months ago-
Sounds good, otherwise open a support ticket please because it seems that it is not a normal behaviour. - sven.hain 12 months ago
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Sven
Thanks again for your input.
I found that my issue was 'self-inflicted'. I mistakenly did not have the template configured to allow all users access to it.
Once I changed the setting to allow all users, it began working as the default. - dsteinhauser 11 months ago-
Sounds very good, glad that it works now for you :) Have a great day. - sven.hain 11 months ago
