Hello!
I am requesting the function to create a default Subject/Request Detail field if the fields are hidden from the client view.
For example. Request type is "Technical Support-Toner Replacement". The user does not need to type in a subject or a request detail because we have custom fields to take care of all the necessary information. However, when the tech views the ticket, there is no data in the request detail box. I realize that we could simply show the "Request Type" field, but it is only necessary for this one request type. We look at the "Request Type" field as a "what is this ticket about" for every single ticket so when scanning through the tickets, we don't have to click into them to remember what the specific request was. My request is: if a ticket is submitted for "Technical Support-Toner Replacement", make the default Subject "Toner Replacement" (this could be equal to the Request Type or entirely customizable by the Tech when configuring).
The alternative would be to allow a customizable column to be shown in "My Tickets" and "Group Tickets". Within the field, I could choose to have a combination of any default or custom fields to appear one after the other. So I could look in one column and see all the data I need for the ticket, without having to show all of my custom field columns. I would configure one column to show me "Subject: Request Detail: * Custom Field * "Copier Name": *Custom Field *"Color Toner Needed". One column would then tell me this: "Toner Replacement: Need toner immediately: Copier 42: Yellow". If one of those fields are hidden are blank, it would simply skip that field and move to the next.
