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View ticket screen - "To" field disappeared from "Add comment" after upgrade to 8.5

Hi everyone - are there a way to bring back the "To" field when using the "Add comment" button on a ticket in service?

Previously it looked like this (version 8.4):

Now it looks like this:

As you can see, the "To" field is gone.... 

This is an on-premise solution (8.5) - i checked with my own online installation, and that was the same (Version 9.1), so i guess it's something that was removed recently.

Thanks in advance.

RE: View ticket screen - "To" field disappeared from "Add comment" after upgrade to 8.5

Hi,

Believe this function was changed in back in 8.4 R07, idea is to make a more clear distinction between different actions on "Quick reply" buttons.

It is possible to manipulate css to make "To" field appear, but I do not recommend it as it could cause some undesired effects further down the line. 

Von: Michel Krohn-Dale 24. Jun 2020

RE: View ticket screen - "To" field disappeared from "Add comment" after upgrade to 8.5

Hi Michel, thanks - as you mentioned it was just hidden by CSS

For everyone interested, make a new custom screen, and add a html element, with the following contents:

<style type="text/css">
/***** Display "To" field in internal comment again *****/
.HtmlMessages2_messageDivInternal div#HtmlMessages2_heading {
    display: flex !important;
}
</style>
Von: Dennis Mortensgaard 24. Jun 2020

RE: View ticket screen - "To" field disappeared from "Add comment" after upgrade to 8.5

Hi,

As you are onsite it is even possible to add this style to UserDefScreen.css to prevent having to create copy of screens.

But please dont forget that this "might" cause some issues down the line.

Von: Michel Krohn-Dale 24. Jun 2020

RE: View ticket screen - "To" field disappeared from "Add comment" after upgrade to 8.5

Yes, i'll be aware :)

This particular customer is already using a custom screen, so it would make sense to put it there.

Von: Dennis Mortensgaard 24. Jun 2020

RE: View ticket screen - "To" field disappeared from "Add comment" after upgrade to 8.5

Thank you Dennis for adding the solution in this post, this works perfectly.

Two bigger customers in the Benelux today asked for this feature to be restored again. I can imagine that more customers may want to have this feature. Since the feature is still there (but hidden), wouldn't it be useful to add a system preference in Service for this?? Either in GUI system settings or in the registry table of Service.

Von: Bas Kreijveld 21. Mai 2021