Remove new ticket creation from Platform view

Have the option to remove the new ticket creation "plus" sign that's in the upper right side from the Platform view for agents. When tickets are created from the Platform view, the field logic does not work and all fields show up causing confusion on what needs to actually be filled out. We have our agents switch over to the Portal if they need to submit a ticket so they can use the ticket template we have built with dynamic form rules and also the Service Catalog.

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submitting new tickets

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Comments

lholtorf

Or make it an option so the service agents can have the same option for dynamic forms based on category?

joeybrown

Hi, dynamic forms should work the same on the platform side as it does on the portal side. Can you please open a support ticket so we can help look into why your agents arent seeing this correctly?

dthao

Let me give you an example and see if you still think a ticket is needed. We have these specific fields that should only be filled out by an agent:

Vendor Name

Escalation Date

Case Number

This is used when an agent has to escalate an issue to a vendor. These fields are hidden from the requester. When an agent submits a ticket from the Platform side, these 3 fields show up and even though they are optional, it causes confusion. Some agents think they have to fill it out.

dthao

Agree, if that is possible, that would be fine also.