Custom fields on Helpdesk portal not visible

Business Apps Frappe Helpdesk
1

Hi there,

New to Frappe Helpdesk and new to the forum. I have searched for similar topic, but cannot find solution. If it is already described (which I expected, but cannot find) please direct me.

I’ve signed up to the Frappe Cloud version of Helpdesk - on the 14 days Trial.

I believe to have most figured out (teams, customers, contacts, agents), but there are a couple of Fields, we need to add to the tickets in order to track and route them correctly. One is “Asset ID”.

I’ve added the field (Data field) to the Ticket via the Desk app (Lots of clicking around - am I doing something wrong?!:
Logged in as person with manager rights.
From Helpdesk OURDOMAIN.f.frappe.cloud/helpdesk/ → Apps → Desk(the only option) → Ticket Type → Incident → Menu/Customize (causes the module to shift to Build) → DocType → HD Ticket → …/Customize → Adding custom field labelled “Asset ID” to HD Ticket customised DocType as well as HD Ticket Template→Go To HD Ticket Template List→Default customised DocType.

(Pyyyh….)

Returning to the helpdesk, the Asset ID is still nowhere to be seen when creating a ticket - However I can add it as column to the Ticket overview, so it does exist somewhere.

What am I doing wrong?

2

Hi @sfb ,

Please refer to this post — this is the expected process. If it still doesn’t appear, kindly share screenshots of the steps you followed so I can assist you.

3

in HD Ticket Template → Default
fields → add custom_asset_id??
as custom_ is added to the custom field