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It would be really helpful if we had the ability to run a report and specify a custom field to grop by. For example to see how many tickets were received in the last 30 days grouped by a custom field value. That way we can setup our own internal tagging system to help us manage our tickets and get more insight on our support.
John Schroeder (May 20, 2014 at 12:31 PM)
John, you actually can do that. We use that internally to see tickets by ticket type. If you have custom fields set up, then they should be appearing in the Group By dropdown list.
Derek Curtis (May 20, 2014 at 12:50 PM)
Is there any way to show the custom field content along messages in ticket's communication thread. I saw you can have custom fields in signatures but can we do the same for ticket communication log?
Mazhar Qayyum (December 6, 2014 at 5:22 AM)
You can have custom fields show up in the message heard if you enable the "Show in communication field" option. To enable this login as the domain admin and go to Settings | Custom Fields | Template | (edit template) | Field definition tab and then edit the filed you want to display and enable this feature.
Brian Ward (December 8, 2014 at 8:12 AM)
Is there any way to pass the parameters to custom fields while creating a ticket using soap api in php.
krishna p (July 21, 2015 at 2:29 AM)
Before 10.6, we could have fields that were required and others that weren't. Now in 10.6, EVERY SINGLE FIELD MUST BE EDITED before a ticket can be closed -- even if no changes are made! This wastes a lot of time.
Aleyant (November 2, 2015 at 9:24 AM)
This should still be possible in the latest version of SmarterTrack. If you're experiencing something different, please submit a ticket to our support team so we can look into this.
Andrea Rogers (November 2, 2015 at 9:30 AM)