Why are new UDFs not showing on tickets?

Question

Why are new user-defined fields (UDFs) not showing on tickets?

Answer

You must add the UDF to the Visible Fields section of the ticket category:

  1. From the Autotask menu, navigate to Admin> Features & Settings> Service Desk> Ticket Categories> Ticket Category context menu> Edit> Details tab> Sections & Fields.
  2. Locate the UDF in Hidden Fields and drag it to the visible section in which you would like it to appear. To require this field, select the Required check box.

To have the UDF appear on all tickets, you must edit each ticket category separately.

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