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how to add userdefined fields in cs into quick reply screen?

Hello

We would like to add couple of user defined fields in customer service into new quick request screen. Is there some tutorials, how to do that? If not, is it possible to have some quidlines for adding those fields.

Thanks

Regards

Ingar

RE: how to add userdefined fields in cs into quick reply screen?

Hi Ingar, do you mean Userdefined fields (the ones you create in CRM WebAdmin), or do you mean ExtraFields (the ones you add under Tables in Service). I assume the last one, for setting ExtraFields on a Ticket?

What kind of fields is it?

Von: Frode Lillerud 25. Mai 2019

RE: how to add userdefined fields in cs into quick reply screen?

Hi Frode

Sorry for my poor explanation on this. I ment customer service extra fields. We would like to add couple of important fields into new quick request screen.

Thanks

regards

Ingar

Von: Ingar Mölder 27. Mai 2019

RE: how to add userdefined fields in cs into quick reply screen?

Hi

It is probably summer holiday season, but hopefully somebody will find time for helping me out on this request? "Add cs extra field to new quick request".

Thanks for help

regards

Ingar

Von: Ingar Mölder 13. Jun 2019

RE: how to add userdefined fields in cs into quick reply screen?

Hi Ingar,

If you look at this post from Niels: , it basically gives you a short tutorial on how you can add custom fields to screen and also ensure that values are saved.

/Michel

Von: Michel Krohn-Dale 13. Jun 2019

RE: how to add userdefined fields in cs into quick reply screen?

Thanks a lot Michel

I managed to create those fields to the screen Quick edit ticket. I suppose this is the screen i need to modify. However, i am not able to change New quick request to start using my new screen.

In screen chooser i use following string:

if (getVariable("activeUser") == "222")
setVariable("url", getProgramTicket() + "&action=doScreenDefinition&idString=ej_newQuickTicket_dev&entryId=" + getVariable("id"));

But it still opens for me original screen. What i am doing wrong? 

Thanks for your help

regards

Ingar

Von: Ingar Mölder 18. Jun 2019

RE: how to add userdefined fields in cs into quick reply screen?

Hi Ingar, there are two things you need to verify:

First, make sure that the screen chooser is enabled.

Second, I think the url needs to be something like this:

if (getVariable("activeUser") == "222")
  setVariable("url", getProgramTicket() + "&action=doScreenDefinition&idString=ej_newQuickTicket_dev&entryId=" + getVariable("ticketId"));

getVariable("ticketId"); instead of getVariable"id");

Von: Simen Mostuen Iversen 18. Jun 2019