Custimisation on view screen of end user

[Nikhil Patil]

We need to do customization on End user's view screen. We need fields like assignee, assignee group and some custom field on view screen(End User) so that end user/customer can track the ticket. For e.g) With which assignee group the ticket is present and who(assignee) is working on the ticket.

Please guide us on same.

[Nic Brough -Adaptavist- · Accepted solution]

Fields are usually shown to the users by default, so I'm not really understanding the question here.

Do you mean you are looking at the customer's requests, rather than the issues that will show everything to your people?

[Nikhil Patil]

As we can do customization on agent's view screen such as we can add SLA, ticket created & updated fields. Can we customize customer's view screen ? we want to add fields like assignee, assignee group and some custom fields on customer view screen.

[Nic Brough -Adaptavist-]

Yes, go into the project and look for the settings for the requests, this enables customisation of the request.

[Denitsa Stefanova]

Hi @Nikhil Patil

You can customize the customer's view screen and add fields by your choice with the help of the app that my team created - Advanced Portal Reports. With the app your customers can view additional details (including SLA) for each portal ticket on the customer portal. Hope you give it a try, there is a 30-day free trial.

Cheers,