Creating a custom field involves two areas of the Queue Customization page:
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The custom field characteristics using the Custom field. |
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The custom field behavior in the Ticket Layout section. |
1. |
a. |
Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
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c. |
d. |
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3. |
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Click the Edit button to change a field: . |
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Click the Add button to create a field: . |
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Checkbox: Add a check box field type to the ticket. |
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Date: Add a formatted date field type to the ticket. |
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Timestamp: Add a timestamp field type to the ticket. |
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Link: Add and define a link to an internal/external URL to the ticket. |
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Multiple Select: Add a multi-value select field type to the ticket; use commas to separate entries. |
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Notes: Add a notes field type to the ticket. |
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Number: Add an integer selection field type to the ticket. |
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Single Select: Add a single value select field type to the ticket. |
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Text: Add a text field type to the ticket. |
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User: Add a filterable and searchable drop-down list containing users from the user table. |
NOTE: The User custom field stores the user ID from the USER table in the HD_TICKET table, which is the table that holds the ticket record. When writing a report or query against the HD_TICKET table, you need to JOIN on the USER table if you want to display the username instead of the user ID in the report. |
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You can use a database query to specify values for this field with the syntax: query:query_instructions. Select the Help button next to Custom Fields to view an example: .
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You can use a database query to specify values for this field with the syntax: query:query_instructions. Select the Help button next to Custom Fields to view an example: .
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Scroll to the Layout Ticket Fields section, then click the Edit button next to the custom field you configured: . |
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Not Required. The field is not required. |
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Always Required. Fields with this option must be completed before a ticket can be saved and submitted. |
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Required on Close. Fields with this option must be completed before a ticket can be closed. |
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* Indicates the default setting. You can remove this default setting by clearing the Allow users with an Administrator role to read and edit tickets in this queue (Administrator Console only) check box on the Queue Detail page.
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Optional: Use the Sort button at the top of a column, or drag the move icon, , to change the order in which the fields are displayed. |
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1. |
a. |
Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
b. |
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NOTE: The width indicates the amount of available page width that is assigned to the field column. For example, if you have 10 columns, and each column is assigned a width of 10, the total of all numbers in the Width column would be 100. Therefore, each field column would have a width of 10 percent of the available page width. If the total of all numbers in the Width column is more or less than 100, the numbers are normalized to percentages to determine the width. For example, if you have three columns, and you assign a width of 10 to each column, the total of all numbers in the Width column would be 30. However, when normalized to percentages, the width of each column would be approximately 33.3 percent. |
4. |
1. |
a. |
Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
b. |
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d. |
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To add a new ticket template to the queue, in the Ticket Templates section, click . For more information on how to create a new ticket template, see Configure a ticket template. |
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To make a ticket template the default template for the selected queue, in the row containing the desired template, in the Is Default column, click Make Default. Any queue with one or more ticket templates must have a default template. |
A ticket template specifies a set of fields that appear on the Ticket Detail page. Each queue can have one or more ticket templates.
Use the Ticket Template Detail page to configure a new or an existing template.
1. |
a. |
Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
b. |
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d. |
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To add a new ticket template to the queue, in the Ticket Templates section, click . |
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To modify an existing ticket template, in the Ticket Templates section, click the ticket template name. |
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A brief description of the template. This text appears as a tooltip on the User Portal, when you point to the link for this ticket template. | |||||
Select this check box if you want this ticket template to be available to process templates. This causes some options in the ticket template to become disabled, because they are not applicable in this context. For example, the Limit template to selected users option cannot be applied to process-based ticket templates because each process template has an option in the wizard to associate labels with process template tickets. | |||||
Select this check box if you want to make this template available only to specific users using labels. Then, click Manage Associated Labels, and in the Select Labels dialog box that appears, select one or more labels associated with the users that you want to grant access to this ticket template. When done, close the dialog box. | |||||
Select this check box if you want to make this ticket template the default template in the queue. When a ticket template is configured as a default template for a queue, each time you create a ticket in that queue without specifying a ticket template, the default template is applied. You can switch between templates, if needed. For more information, see Create tickets from the Administrator Console Ticket page. | |||||
Select this check box if you want end users to have a link to this ticket template on the Need Help page in the User Console. | |||||
Choose a layout that best suits your needs:
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Next, you can preview the ticket template. For more information, see Preview ticket layout.
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