This came up in the forums, as the second half of a two part request (the first part was filed as a separate request CHD-1082). You can of course let customers set custom field values in the 'open ticket' contact forms, but I believe Peter in the forums is looking for the reverse. In this case the ability to expose internal custom field values to a customer through the Support Center transcript history. This way customers can view their open tickets and check on their ticket status based on the customized fields our users make in the Helpdesk, e.g. "next action".
(quote)
Is it possible to show the next worker/waiting to the end user? Or, even better, instead of having "open" and "closed" how about "waiting on us", "waiting on you" & "closed"?
And how about being able to show custom fields like "next action"?
(end quote)
The new Custom Fields in the support center patch attached to http://www.wgmdev.com/jira/browse/CHD-1782 will take care of the extra status options. It also includes a little patch that allows the admin of the site to expose the Next Workers First Name Or Full Name.
New Feature
Resolved
[Support Center] Option to expose internal custom field values in the customer transcript history
