Print thread events help with setup

mira-c

Hello,
I want to ask for help with custom forms and the ticket print setup.

I have created a custom form which should be editable only for staff. I need the client to not be able to insert or edit the content of the form when creating a new ticket, so I set the form to be visible only to staff. It might be convenient if the client could view the content, as it relates to purchasing approval, but I don't know, how to do that.

Then I would need to print the ticket to a pdf with all thread events as I need to see which agent modified the approval forms. Only staff will print this to pdf. The main issue is that when the form is not visible to the client, the staff cannot print all the thread events.

Here are some screenshots:
Ticket view in the staff panel:

Ticket print when the form is visible and unfortunately fillable by the client. This print would be great.

Field settings and ticket print, when the form is hidden from the client. Essential thread events are missing.

Thank you very much for your help.
Regards, Mirek

KevinTheJedi

mira-c

This might be a bug, we can look into it.

Cheers.

mira-c

KevinTheJedi
Thank you for the quick reply.

May I ask if it is possible to create a form that is read-only for the client? I mean something like ticket status. The client can view it but cannot insert values.

Regards, Mirek

mira-c

TonyO
I found out it's not that simple. When a field is visible but not editable to the client, the client can insert data into that field once when creating a new ticket. After a new ticket is created, the field cannot be edited by the client. But that's not what I need.

I don't know how to explain it properly, but I need a form that is read-only for the client and the client can only see its content when the staff fills it out.

KevinTheJedi

mira-c

There is no way to do that at this time. Visible means they can see it and fill in data during creation; they can also see it post-creation in the header. Editable only means they can update the field when editing the Ticket post-creation however this requires Visible to be enabled as well.

Cheers.

TonyO

mira-c Sorry, I should have tested this before I posted advice. I deleted my comment because I don't wish to confuse anyone.

mira-c

KevinTheJedi
Thank you for the explanation. I thought it would be like that.

If possible, could you please look into the thread event printing issue so that staff can print all events regardless of whether they are visible or hidden from clients?

It's weird that as an agent you can't print to pdf all the thread events you see when viewing a ticket because some of them aren't visible to clients.

Regards, Mirek.