I’m obviously missing something. I have created a number of custom fields and set them as applying to “Ticket Transactions”, on the expectation that these would allow me to capture ticket data that I could both report on and update over a period of time. However, I notice that any data I captured against these is not being ‘saved’ against the ticket.
I am getting the impression that, even though it’s called “Ticket Transactions”, it’s not actually capturing the data at the ticket level and that my only option might be to put all these Custom Fields as applying to “Tickets”. This option isn’t desirable as there will now be over 20 Custom Fields on one page - quite overwhelming. As this group of cf’s are designed to capture process steps taken by our Customer Services staff in resolving a ticket (also capture notes and file attachments at stages), they provide a prompter as to what step is next in the resolution process and what stage the ticket is at.
Does anyone know of another way of separating the main ticket entry cf’s (Meta data) from the transactional/workflow cf’s?
Many thanks and kind regards
Jo Keown, MBusAdmin(Mgt), MIPA
IS Business Analyst
Colorado Group Ltd
100 Melbourne Street
South Brisbane QLD 4101
Ph: +61 7 3877 3399
Mobile: 0402 697 351
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