Visibility of Questions section on a ticket

[Will Darley]

Hello, I have some fields configured against a capture form so that they're only visible if logged by analyst. They're read only and don't show in the summary panel once form is completed, and should only be there for visibility at the point of logging the request.

Turns out these can be viewed in the questions section of the request by the end user once the request is logged, is this by design? My thoughts were that not appending it to the summary panel then means it doesn't show up anywhere on the request, is this achievable? In this specific example it shows the analyst a hyperlink to a technical FAQ that we wouldn't want standard end users to see.

 

 

[Steve Giller]

1 minute ago, Will Darley said:

Turns out these can be viewed in the questions section of the request by the end user once the request is logged, is this by design?

Yes

1 minute ago, Will Darley said:

My thoughts were that not appending it to the summary panel then means it doesn't show up anywhere on the request

No, the description is literal, not showing in the Summary panel does exactly that.

2 minutes ago, Will Darley said:

it doesn't show up anywhere on the request, is this achievable?

Not currently, no.

There is something I need to test that may assist, I'll post back when I've done that.

[Will Darley]

3 minutes ago, Steve Giller said:

Yes

No, the description is literal, not showing in the Summary panel does exactly that.

Not currently, no.

There is something I need to test that may assist, I'll post back when I've done that.

Thanks for your swift response Steve

[Steve Giller]

I've created a form like this - I'm not hiding the question for speed of testing, but that shouldn't make a difference:

My questions panel ends up looking like this:

which I think it what you're after.

The setup of the technical link is as follows:

 

Hopefully that will achieve what you're looking for.

[Will Darley]

17 hours ago, Steve Giller said:

yep this achieves the desired effect. Many thanks Steve