Columns add from Ticket Details form in Agents ticket Queue

abeermuh

Hi Support,

I have added few required information in Forms field as per our requirement - and want to add that information in the main ticket queue where other ticket details exist like Ticket#, Date Created, Subject, Helptopic, assigned to, etc. But I cannot find the option of that form details in the columns to add in my ticket queue. Can anyone please help?

abeermuh

Also, please confirm, how we can add those details if any user is sending email - and ticket is being created via email fetching.

abeermuh

Is there anyway - we could add AD attributes against tickets. We have been using LDAP plugin - but that is only covers user authentication.

KevinTheJedi

abeermuh

https://docs.osticket.com/en/latest/Features/Custom%20Columns%20&%20Custom%20Queues%20(Admin).html
Can you please provide more information?
No, LDAP is a simple authentication plugin only. Nothing else.

Cheers.

abeermuh

1 - Thanks, that worked 🙂

2- can we add the custom information which have been added by users while creating ticket (getting through forms field). The question is, how we can fetch same information if user is creating ticket by sending the email - not logging into OSTicket helpdesk portal. We have configured email to ticket feature as well for our users.

3 - any other way to fetch AD attributes?

KevinTheJedi

abeermuh

You can’t fill out form data from emails at this time. There is no way to work around this. You’ll have to have the client login to the client portal and update the ticket with the required information.
You can create a CSV file that matches the format listed under Agent Panel > Users > User Directory > Import > Upload and upload the CSV. It will match the users based on Email Address and if matches it will update any of the Contact Information Form Fields to the values in the CSV.

Cheers.

abeermuh

Alright - thanks for the help. Much appreciated. I will check that.

abeermuh

Can we add dropdown (pre defined options) in customized forms I created. So user will have to select 1 option from drop down instead of filling them manually?

KevinTheJedi

abeermuh

If it’s 1-3 choices use a field of type Choices. If more than 3 choices create a List (Manage > Lists) then set the field type to the List you created.

https://docs.osticket.com/en/latest/Admin/Manage/Forms.html

Cheers.

abeermuh

Great - thanks a lot.

abeermuh

one more thing, after adding more columns in Agent's Tickets Queue, the columns are expanding out from the actual frame of the page (please refer to below snap). can we adjust upper pane and match the size till columns? I know about the column width adjustments but that is not suitable to make them more compact that's why asking to adjust the upper pane. Please let me know.

KevinTheJedi

abeermuh

You have two options:

(recommended) Adjust the column widths from within the helpdesk so they fit appropriately (Admin Panel > Settings > Tickets > Queues > click a Queue > Columns > adjust the Width column values)
(not recommended) Modify the codebase to adjust the size and CSS. You'll be on your own if you choose this path.

Cheers.