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Custom Fields not complete on mobile interface, cannot close ticket
Problem reported by Justin Knapp - April 6, 2015 at 10:39 AM
Submitted
We have recently been having issues with our users utilizing the mobile interface out in the field. Whenever we complete a ticket and transfer out to them to handle, they keep alerting us that one of the required fields is not filled out entirely and therefore, they are unable to close the ticket. However after a few times of having them send the ticket back to our queues, we find that the ticket does have all required custom fields filled and that all we need to do is close the ticket. The issue we are having is when we put a city name into the "city" required field, it will not show up on our field techs required fields as filled in when they access the ticket via the mobile interface, however when they switch to the desktop interface, they see the field has been filled out and then can close the ticket.
 
This is very important to our field techs as they strictly run off of the phone interface, and this is hindering their ability to work efficiently. Can anyone help with this? Is anyone else experiencing the same issue?

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Employee Replied
April 7, 2015 at 2:58 PM
Employee Post
Good day Justin,
 
Thanks for the information. Can you please provide us with the mobile devices used and the specific version of SmarterTrack that you have ? We can look into this matter further but would like to know the surrounding details on the mobile units accessed.
 
Thank You.
 
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Justin Knapp Replied
April 8, 2015 at 5:08 AM
Hello,
 
We are currently using SmarterTrack version 10.6 and we are all on Samsung Galaxy S5's. I have also personally tried using my iPhone 6 Plus as well to see if it was a phone/browser issue, and i still get the same result.
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Justin Knapp Replied
April 20, 2015 at 10:04 AM
Hello,

We are still having an issue with this, I would appreciate a reply back when you get the chance. We really depend on this system.

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