mandatory fields one more thing.

[Shalford-McStan]

just wanted to say thanks for adding this, I'm testing it right now,

Just an idea: when the user makes the ticket in the self-service portal and they fill in the fields, once the ticket is logged, they're not able to see the details they put in...

what if you also but the details in the text in the body of the ticket so it's locked in and the user is able to see what they put, or have a sidebar or something in the self-service portal whichever is easier

screenshot below if it worked haha

thanks again

[edmozley]

Thanks @Shalford-McStan - glad the fields are useful, and that's a great catch. It's done and will be in the next release (3.13.0).

Once a requester has logged a ticket, My Tickets on the portal now shows their answers under Your details. You choose where in Tickets → Settings → Custom fields → Show requesters the answers they gave:

• Under the ticket's title (the default) - a row of answers between the title and the conversation.
• In a panel beside the conversation - down the right of the ticket, a bit like your mock-up. It needs a wide screen; on anything narrower, a phone included, the answers drop under the title instead.
• Do not show them - as it was.

I went with showing the answers rather than copying them into the ticket text. They're the answers as they are now, so if your team corrects one - a start date that moves, say - the requester sees the correction instead of what they first typed. It also means the answers aren't in the conversation twice for your analysts.

Only fields with Ask the requester on the portal ticked are shown, and only ones that have been answered. Anything only your team fills in, like a username or a cost code, never reaches the portal.

Written up here: Custom ticket fields - their answers on their ticket

Let me know how it works for you once you've tried it!

Ed