Hi Sonja Repo,
Are you saying you created the fields, included them in the field sets, saved them and nothing happened?
I have done this and it works perfectly. Could you include some screenshoots to enrich the post?
When the ticket is created via mobile app, there is no ticket layout assigned. How can I assign this one? Or how to let the Staff user to choose the layout when creating a ticket via mobile app?
Example picture below. For example, Client ID field should not be part of the layout, I want to use. Still the ticket becomes with this field and the layout is not chosen.
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You can have a process builder field update to set the "Layout Type" field on Incident object to a specific value. The Incidents generated via Client Mobile app can be identified with Incident Source = "Mobile Self Service"
If you want to use a workflow instead of Process Builder, then you will have to use a Template to set the right Layout Type as look up field cannot be set via workflow field update directly.
Thank you so much!