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![[Post New]](/Sysforums/templates/default/images/icon_minipost_new.gif) 25/03/2009 13:18:26
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andrewl94133
Super SysAider
Joined: 18/06/2008
Messages: 72
Offline
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Hi, I would like to remove the Notes fields from the End User Service Request view (not the list, that's easy, but the detailed view when the user clicks on a service request in the End User list).
I thought there was an option to add or hide the Notes field in the Preferences > End User Portal but there doesn't seem to be anything there.
We are using v5.6.09
Andrew
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25/03/2009 13:58:21
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Adam Racer
SysAid Customer Relations
Joined: 09/07/2008
Messages: 156
Offline
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In order to achieve this, simply go to Preferences > End User Portal and select the option "Add end user notes to: Description".
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26/03/2009 05:11:35
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andrewl94133
Super SysAider
Joined: 18/06/2008
Messages: 72
Offline
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Hi Adam, thanks for this but it doesn't quite solve our problem. We actually want to HIDE the notes from the user, but still be able to use the Notes field for the administrators. Changing the Add End User Notes field to the Description doesn't allow us to use the field to put admin notes into the ticket.
Perhaps we can use a custom field for Administrator Comments - or is there another way to do this?
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26/03/2009 05:54:18
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Haim
SysAid Wiz
Joined: 15/04/2008
Messages: 2449
Offline
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Hey Andrew.
Would you like the end users not to see the notes field but would still be able to submit notes or you want the notes to be completely inaccessible for your users?
If you want just to remove the field itself but to allow the users to add notes, simply go to the helpdesk > list in the administrator portal.
Change the view to "EndUser" and click on "customize list" (Blue wheel icon) and move the "notes" field from the "visible fields" list to the "available fields" list and save the changes.
To remove the "add notes" button also, you will need to edit the HTML files for the end user portal.
Basic instructions on how to customize the HTML files can be found at www.ilient.com/customize.htm
After following the above instructions, edit the service-request-page.htm, look for the below syntax and delete:
save the changed file to your customized HTML folder and then go to preferences > customize > appearance, put in the local path to the customized HTML folder, save and click on "reload templates".
You will need to do both steps to remove both the notes field and the ability to add notes.
Best regards.
Haim
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Pushing IT forward |
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27/05/2009 05:27:24
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Perel
Elite SysAider
Joined: 17/02/2009
Messages: 162
Offline
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We actually want to HIDE the notes from the user, but still be able to use the Notes field for the administrators.
Hey Guys,
I want to be able to do the same thing.
Allow users to add notes but not allow them to view them anywhere.
How do you go about doing this in Version 6?
![[Thumb - notes.jpg]](/Sysforums/upload/2009/5/27/7787db6cbad9c69fb09a6377f6cea354_4297.jpg__thumb)
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| Filename |
notes.jpg |
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| Description |
Detailed SR with Notes Shown |
| Filesize |
31 Kbytes
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| Downloaded: |
5 time(s) |
This message was edited 1 time. Last update was at 27/05/2009 05:56:12
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27/05/2009 08:52:20
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opti
SysAider
Joined: 29/09/2008
Messages: 6
Offline
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If you guys don't want the end user to see your admin notes, why don't you just leave the 'normal' notes field for the end user and add the custom notes field for the admins.
So the end users still can add notes, but don't see your notes. That's how we do it.
Regards
Marc
This message was edited 1 time. Last update was at 27/05/2009 08:54:20
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27/05/2009 11:04:21
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Haim
SysAid Wiz
Joined: 15/04/2008
Messages: 2449
Offline
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If you want to remove the "notes" field from the service request page, you will need to edit the service-request-page.htm (according to the instructions at: www.ilient.com/customize.htm) and remove the below syntax:
Best regards.
Haim
This message was edited 1 time. Last update was at 27/05/2009 11:04:43
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Pushing IT forward |
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