is it possible to reduce the amount of text of the “Problem Text” in the Customer Support order queue ?
Often the problem text is so large that it takes nearly a whole screen. Can we reduce it by displaying only the first lines or characters so the text takes only a few lines of space ?
Best answer by Phil Seifert
You should be able to create a process flow which would populate the first set of characters of the problem description into the short description. I would do this as an event triggered process related to the customer support order upon creation so it only happens when the order is created initially.
+12One possibility is to use the Short Description field (it has a limit of 60 characters), and then hide the Problem Description field in table view
can we automatically fill the Short Description field with the first 60 characters of the problem text this is entered ?
+12Is it an option to have the Short Description mandatory and have the back office endter a short summary?
I assume you can set up a job that does this, or even do it backend i SQL.
+24I think Bjørn’s suggestion might be the only solution as I don’t see any option to limit the number of lines displayed as it auto-expands based on the text. I will ask development but don’t expect a different answer.
(I am referring to populating the short description and removing the problem description from the search results)
+24You should be able to create a process flow which would populate the first set of characters of the problem description into the short description. I would do this as an event triggered process related to the customer support order upon creation so it only happens when the order is created initially.
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