c.Support Community

We have Adminitrative officers(customers), who submit tickets as they are getting ready to hire New Employees. We have set up custom fields under categories and applied to Hierarchy templates. The problem that we have is that the information in the Custom field does not populate in the Child tickets if entered from the EUD. Is there any plans to change that as I would hate to have to apply template each time we get a EUD submitted ticket that has a hierarchy attached to it.]

Thanks

Andrew Newman

Hi Andrew,

This same question was actually also brought up in a Q&A on a recent webinar.  Yes, our first iteration of this new feature only allows for technician-originated hierarchies, but allowing for customer-submitted (EUD) tickets to handle the same way makes perfect sense and development is aware of the need. 

Thanks for the feedback.
Eric

 Related to this, do all the children tickets get populated with all the custom fields from the parent ticket in a Hierarchy or can you select only certain of the parnet custome fields for each child ticket based on the category custome fields of that child ticket?

thanks, Stan