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KACE Product Support Question


Can we add text fields or instructional messages to the help desk?

03/08/2018 941 views
We would like to add informational messages on the Help Desk screen for one of our queues. As far as I can tell, we cannot add a read only text box that may have specific instructions to help guide the description for their ticket. Prompts such as "Include what you were trying to accomplish at the time?" or "Include steps on how to recreate the issue" that can help those not familiar with describing technical issues with including important information that could help us find the resolution faster with the right information.

Is there a way that I haven't found to include instructions or prompts to guide the description of the problem being reported?
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Yes you can, you can add a read only text field as you suggest and use ticket rules to update the value within that field. This is exactly what we have put into our latest change management queue configuration, instructions in the ticket that change depending on the stage of the process.
Answered 03/08/2018 by: Hobbsy
Red Belt

  • The answer was in my question. I should have recognized that prior to posting.
 
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