- Used Zammad version: 7.0.x (docker build
7.0.x-4648cd6a) - Used Zammad installation type: docker
- Operating system: Debian GNU/Linux 13 (trixie) / 13.2 (x86_64)
- Browser + version: (fill in, e.g. Chrome 1xx / Firefox 1xx)
Expected behavior:
- In the Customer Interface, customers (and ideally all users within the same Organization/company) should be able to see an Organization custom field such as
prepaid_hours_balance/prepaid_minutes_balance. - The field should be editable by agents but read-only / visible to customers (I assigned customer view permission like
ticket.customer). - The value should represent a remaining balance, calculated as:
Remaining hours = initial prepaid balance − Time Accounting logged on closed tickets,
so customers can always see how many credits/hours they still have available.
Actual behavior:
- I created the Organization custom field under System → Objects → Organization and gave it customer view permissions (e.g.
ticket.customer). - Agents can see/edit the field in the agent interface.
- In the Customer Interface, customers still cannot see the Organization custom field anywhere (they only see the Organization name, not the custom attributes).
Steps to reproduce the behavior:
- Enable Time Accounting (it is enabled on this instance; unit is set to a custom label:
credito). - Go to System → Objects → Organization and create a custom field (e.g.
prepaid_hours_balance). - Configure permissions so it should be visible to customers (e.g.
ticket.customerview). - Log in as a customer user in the Customer Interface (optionally with Shared Organization enabled).
- Check the customer profile/organization areas and ticket views.
- Observe that the Organization custom field is not displayed in the Customer Interface.