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Web Help Desk (WHD)

Forum Request Type field hierarchy should let me save the ticket when not filled

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Request Type field hierarchy should let me save the ticket when not filled

Aakhib over 4 years ago

Hello All,

I have defined my Service Catalogue like this. IT>Enterprise>Network> Enable network port.

Suppose the helpdesk agent or the user say Selects only IT and wants to save the ticket without choosing any further sub type it is not letting us to save the ticket. Can this be disabled?? Like even without selecting the sub type can we possibly save the ticket????

Please help.

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0 percyplant over 4 years ago

you cannot submit tickets to parent request types if they have childern.
consider creating a custom field with your Network request type and remove the "enable network port" sub request type
Use the custom field to define different types of Network support queries.
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0 Aakhib over 4 years ago in reply to percyplant

So you are saying is.. We cannot save or submit a ticket if the sub-type is not defined.
Is there any way to break this cascading.
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0 percyplant over 4 years ago in reply to Aakhib

No, you can not submit if a sub request type is defined.
Use a custom field which is optional to define additional categories for the ticket. e.g. new network socket / DHCP request / New network cable etc
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0 Aakhib over 4 years ago in reply to percyplant

OK .. I will create a custom field with other options for further categorisation..
But I want this custom field to appear right below the request type and followed by subject field and request detail.. How do I customise this view as a whole..
also I want to remove the "Recipients" part from the ticket view. Is it possible.. Sorry if I am being too cozy with the questions but I am new to this.
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0 percyplant over 4 years ago in reply to Aakhib

You can't change the layout of the view and I don't think you can remove the Recipients panel from the tickets.
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