KACE Service Desk- Instead of adhering to the template, Tickets are showing all ticket fields, creating confusion

I have a ticket template that is using custom fields with conditional filters.  The intended idea was that the fields should only appear when when the relevant category is selected. There is only one template available to users at the moment. We are seeing for some tickets that all of the fields in the template are visible, no filtering, regardless if there was any information entered.  This is confusing our technicians. how do we prevent this and have the fields be filtered when the ticket is viewed?


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Answers (2)

Posted by: cblake 3 months ago
Red Belt

It sounds like you're seeing different behaviors for different tickets- if that's the ONLY variable, open a support case. 

If there are other variables, such as varying access rights (Roles, or within the Queue), that may be why you're seeing them differently. 

Posted by: Hobbsy 3 months ago
Red Belt

Is there any chance that those tickets were logged before the template was saved in its final state? Templates are not retrospectively applied, so if you log a ticket as you develop to test the view and save the changes then earlier tickets will not take on the changes.

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