Try setting the field permissions to edit instead of view.
No Change. Still just creates the ticket, links the customer but the fields in the ticket do not populate.
Did you get this to work? I have 2 different workspaces that are having this issue, only when a customer submits a ticket. Agents can link and populate the fields without issue, but customers have blank screen appear for the address book search on the entered value, but does not populate. Customer roles are setup correctly.
Are customers able to edit the contact record as well? If not, i'd at least test if that to see starts allowing them to link.
You may be able to work around this with having the system to the work between agent and the customer.
- Give access to the Linked Field that you want the customer to identify, but don't have them do the link action.
- Build a rule;
- After save- On Create
- add customer identifier to the criteria if you have it. (Example, hidden Boolean identifying each role)
- Actions- Link existing record, and a copy action for each linked field you want to populate.
So I ended up creating a rule...
After Save - On Create
Field Created By = Any Customer
or Created By is not equal to Any agent
Link Existing Record Link type: Ticket/Contact Target Record Type: Contact Field in linked record: User ID Field in this record: User Attribute
Target Record Type: Customer Address Book/Contact Condition: Equal to User ID
What to do if multiple records are found: Link 1st found record
AND Set Field value Status = Request
AND Change assignmen
When that linking action occurs, does it populate all of the other linked fields?
For some reason I seem to recall that it wouldn't and that you had to use "Copy field from linked item" for each field you wanted to populate.
It appears to be copying over all of the fields that I am interested in, Name, address, phone number and email. I dont have any other rules that do that so I'm pretty sure thats what is making it happen.
Awesome! What version of footprints are you at?
VINCE RINNER It started working, no idea why after all said and done. Not sure if it was a "glitch" or not, but nothing changed outside the normal. Maybe a server maintenance bump helped it out
Thanks for all the suggestions!
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Looks like this got fixed but i wanted to offer that fields will never link if they are named or formatted differently from those in the address book. For example, if you need "User ID" linked on your form, it needs to be spelled/formatted the exact same way the field in the address book