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Additional details in My Raised tickets


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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?

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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

535529025_2020-11-0507_59_40-PaxtonInformationServicesHelpdesk-Hornbill.png.e8067322b2c18b0fb961354b1cdcc25f.png

View from when customer views incident

830115832_2020-11-0508_00_08-IN00080694-Hornbill.thumb.png.49d44789fdde54cdee11a74c34fb1ad9.png

View from when I view the ticket as a technician

642535824_2020-11-0508_02_26-(2)IN00080694-Hornbill.png.998b7f68c7e232508c36471e06296221.png

 

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

Thanks

James

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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.

 

 

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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.

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