c.Support Community

Right now, there's a Source field that shows how the ticket originated (e.g. end-user desktop, direct entry).  If possible, I'd like to make the source field editable and add more choices.  Specifically, the technicians should be able to set the Source to things like "Walk-up Request", "Direct E-mail", "Phone call to Help Desk", "Direct phone call", etc.

I've spoken with other customers who had the same desire to provide a bit more detail about the sources of incident creation than the system controlled source field provides and they just added a custom field that lists the additional source details they want technicians to provide.  They had to build custom views/reports for this custom field, but they seem pretty happy with this solution and it can be done in the current release so it might be something for you to try.

 Is it possible to have a custom field that is available only to support reps?  I wouldn't need the end-users to see that source field, if we had one...

 In the current shipping release (7.0.1) custom fields displayed to the end users are an all or nothing proposition.  The end users are given the ability to see all custom fields or none of them.  In the upcoming 7.5 release, you'll have a new option to show or hide individual custom fields to your end users.  The 7.5 release is scheduled for release soon, hopefully by the end of this month.