Is it posible to display Insight attributes on Transition Screen

[primoz vampelj]

Hi everyone,

I would like to display insight attributes on the transition screens.

Our workflow is configured so that the ticket first needs to be accepted, filled with required information and assigned to an engineer. We have all of our customers stored in Insight and each customer has responsible engineers stored as tributes. On the Accept transition screen we have a custom Insight field where we select the customer and we would like to instantly see which engineers are referenced to that customer, so the appropriate engineer can be assigned. This process has to be manual, as the service desk team needs to first get approval from the engineer, that he is free and will work on the issue. The attributes are visible, as expected on the view issue screen, but we cant get them to show on the transition screens. One option would be to add a status to the workflow (waiting for SD team), but I'm sure a more elegant solution exists.

Best regards

[PJ Wysota]

Well, it is. NOt attributes on their own of course, but any Insight field allows You to put in object attributes along with Object name/label. As per screen below:

[primoz vampelj]

Thank you for your answer, but I already knew that. And attributes are being displayed on the view screen in our service desk. The problem is that they are not shown when editing fields aka on the edit (transition) screen. Hope the screenshots below clear things up.

Custom field configuration:

View on the view screen, where attributes are displayed:

View on the edit screen, where we can change the field value, but attributes are not displayed until we finish editing and return to the view screen:

I know it is possible to change the field value in the view screen but the edit screen is used when transitioning from waiting for support to in progress, and additional fields must be edited / filled, and it would be a lot more practical for us if you could see the attributes as soon as you select the value.

Not to confuse anyone, the red fields are there to hide sensitive info.

[PJ Wysota]

Ah, yes... Then I don't think it would be possible with current fields setup. But actually Riada may find it interesting feature request.