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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 UDF's 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. Therefore, it contains all information that is captured on the ticket while respecting the visibility of the user based on the security level.

Ticket Category is a way of controlling the layout of the ticket in order 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 therefore it will show all UDFs even if the current Ticket Category has them under the Hidden Fields. This is because UDFs that are hidden now could have been filled out when the ticket was under a different Ticket Category during its lifecycle.

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