Additional details in My Raised tickets

[James Gallally]

Hi,

Is it possible to display more information in the My Raised Tickets section of the portal? Specifically I'd like to show the ticket sub-status as opposed to the current New/Open/On Hold

 

 

Thanks

James

[James Ainsworth]

Hi James,

I'll see if there is something we can do here.  If you open up the ticket from the My Raised Tickets widget you will see that the sub-status is displayed in place of the main status.  The logic in the ticket details is that if there are no sub-statuses in use it will display the main status.  If there are sub-statuses then these are displayed in place of the main status.

Would applying the same logic to this widget give you what you are looking for?

[James Gallally]

Thanks @James Ainsworth,

That is what I am after, however it doesn't appear to be working for me.

Here is an example from one of my test accounts:

View from widget

View from when customer views incident

View from when I view the ticket as a technician

 

Am I missing something obvious/not set the sub-status correctly?

Thanks

James

[James Ainsworth]

Hi James,

14 hours ago, James Gallally said:

hat is what I am after, however it doesn't appear to be working for me.

That's correct.  This is not currently in place.  I just wanted to make sure that what I'm recommending will work for you.  That being the case, I'll discuss with the development team.  Provided it is agreed to move forward with this, it will be provided in a future update.  I'll keep you posted.

 

 

[James Ainsworth]

Hi James,

It looks like the development team have made this change for you.  The status and substatus will be visible on both the request details and the request list widget.

You should see this in one of the upcoming updates to Service Manager.

[James Gallally]

That's great to hear, I'll keep a look out for it.

Thanks