Datto Autotask PSA: Why are Hidden Ticket UDF's for a ticket Category appearing on the Print View of the ticket?

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Question

Why are hidden ticket UDFs for a ticket category appearing on the print view of the ticket?

Environment

  • Datto Autotask PSA

Answer

The print view is intended to provide an overview of the ticket and its attributes in a printable format. You will see all the information that is captured on the ticket while limiting the visibility of the user based on the security level.

Ticket category is a way of controlling the layout of the ticket to only show information relevant to the currently selected category to users while working with the ticket.

However, the print view is a high-level overview of the ticket and will show all UDFs even if the current ticket category has them under the hidden fields. Hidden UDFs could have been filled out when the ticket was under a different ticket category during its lifecycle.

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