KACE Systems Management Appliance 14.1 Common Documents - KACE Service Desk Administrator Guide

Customize Layout and Related Ticket Fields

You can customize the way the Layout Ticket Fields and Related Ticket Fields are displayed on the Ticket Detail page.

Go to the Service Desk Queue Detail page:

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.

On the left navigation bar, click Service Desk, then click Configuration.

On the Configuration panel, click Create and manage queues in Queue section.

To display the Queue Detail page, do one of the following:

▪

Click the name of a queue.

▪

Select Choose Action > New.

Under the Queues section, click Customize Fields to display the Queue Customization page. Then go to the Related Ticket Information, and Default Ticket Layout::

Section

Description

Layout Ticket Fields

This section includes the Survey, Title, and Summary fields, the Submitter, Asset, and Device sections, and any other fields that are not displayed in the Related Ticket Fields section. This section also includes any custom fields. Fields in this section can be freely moved around within this section and they appear on the Ticket page in the specified order. All fields in this section are displayed in a two-fields-per-row format except the Resolution field, which occupies a full row.

NOTE: If the Summary field is hidden, the Comment field is displayed on the New Ticket page. Text entered in the Summary field is stored as the first comment, and the first comment is stored as the Summary in order to maintain backward compatibility.

Related Ticket information tab

This section includes fields that capture information about related tickets. You can hide these fields, but you cannot change their position.

•

PARENT_INFO: Tickets that have a parental relationship to the selected ticket.

•

SEE_ALSO: Tickets that are similar to, or provide additional information about, the selected ticket.

•

REFERERS: Users who have referenced the ticket.

Click the Edit button next to the field you want to customize

In the Label and Required fields, choose options to use:

Section

Description

Label

The name you want to appear next to the field on the Ticket Detail page.

Required

Whether the field is required or optional.

•

Not Required: The field is never required. It can be left blank.

•

Always Required: The field cannot be left blank. It must be completed before tickets can be saved.

•

Required on Close:Tickets cannot be closed until the field is completed.

In the Permissions field, choose the permission setting to use:

* Indicates the default setting. You can remove this default setting by clearing the following check box on the Queue Detail page: Allow users with an Administrator role to read and edit tickets in this queue (Administrator Console only).

Optional: Use the following controls to change field display:

◦

: Change the sort order of columns.

◦

: Change the order of values.

Click Save in the row.

At the bottom of the page, click Save to apply your changes.

Configure Comment Field Options

The Comment Options Field allow you configure the appearance of the Comment field and Attachments sections on the New Ticket page.

Go to the Service Desk Queue Detail page:

On the left navigation bar, click Service Desk, then click Configuration.

On the Configuration panel, click Create and manage queues in Queue section.

To display the Queue Detail page, do one of the following:

▪

Click the name of a queue.

▪

Select Choose Action > New.

Under the Queues section, click Customize Fields to display the Queue Customization page.

In the Comment Field Options tab, select or clear these check boxes, as needed.

◦

Display Comment field on ticket input form. Select this check box if you want the Comment field to appear on the ticket input form.

◦

Display Attachments section on ticket input form. Select this check box if you want the Attachments section to appear on the ticket input form.

When these options are enabled, the Comment field and the Attachments section appear on the New Ticket page, when new tickets are created. They are not displayed on the Ticket Detail page, when an existing ticket is modified.

At the bottom of the page, click Save to apply your changes.

Define custom ticket fields

You can add custom fields to your Service Desk tickets; the number of custom fields you can create is limited only by the number of columns you can have in a table.

Creating a custom field involves two areas of the Queue Customization page:

•

The custom field characteristics using the Custom field.

•

The custom field behavior in the Ticket Layout section.

Go to the Service Desk Queue Detail page:

On the left navigation bar, click Service Desk, then click Configuration.

On the Configuration panel, click Create and manage queues in Queue section.

To display the Queue Detail page, do one of the following:

▪

Click the name of a queue.

▪

Select Choose Action > New.

Under the Queues section, click Customize Fields to display the Queue Customization page.

In the Custom Fields tab, do one of the following:

◦

Click the Edit button to change a field:

◦

Click the Add button to create a field:

The editable fields appear.

Select the field type from the Field Type drop-down list.

Options include:

◦

Checkbox: Add a check box field type to the ticket.

◦

Date: Add a formatted date field type to the ticket.

◦

Timestamp: Add a timestamp field type to the ticket.

◦

Link: Add and define a link to an internal/external URL to the ticket.

◦

Multiple Select: Add a multi-value select field type to the ticket; use commas to separate entries.

◦

Notes: Add a notes field type to the ticket.

◦

Number: Add an integer selection field type to the ticket.

◦

Single Select: Add a single value select field type to the ticket.

◦

Text: Add a text field type to the ticket.

◦

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.

In the Select Values field, specify the allowed values.

Use the Select Values field for the Single Select or Multiple Select custom field types. Enter multiple values as comma-separated strings.

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: .

Enter a value in the Default field.

This value is filled in by default when a ticket is created.

NOTE: If you remove the name of a custom field, values for that field are removed from all tickets. If you rename a custom field, values for that custom field are retained.

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: .

Click Save.

Scroll to the Layout Ticket Fields section, then click the Edit button next to the custom field you configured:

The custom field behavior options become editable.

Enter a name in the Label field.

10.

In the Required field select the option to use:

◦

Not Required. The field is not required.

◦

Always Required. Fields with this option must be completed before a ticket can be saved and submitted.

◦

Required on Close. Fields with this option must be completed before a ticket can be closed.

11.

In the Permissions field, choose the permission setting to use:

* 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.

12.

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.

13.

Click Save in the row.

14.

At the bottom of the page, click Save to apply your changes.

Customize the ticket list layout

You can customize the Service Desk ticket list layout, such as field name, field order, and column size, as needed. This is how the Ticket list is displayed in the queue.

Go to the Service Desk Queue Detail page:

On the left navigation bar, click Service Desk, then click Configuration.

On the Configuration panel, click Create and manage queues in Queue section.

To display the Queue Detail page, do one of the following:

▪

Click the name of a queue.

▪

Select Choose Action > New.

On the Service Desk Configuration page, under Layout section, click Customize queue specific tickets list link. Ticket List Layout section. To customize the layout, use these buttons:

◦

: Change the order in which the fields are displayed.

◦

: Edit the field to display, and the width allowed for the column.

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.

◦

: Add a ticket field to the ticket layout.

◦

: Delete the field from the ticket list.

Click Save at the bottom of the page.

Permission setting	Can be viewed by	Can be changed by	Can be created by
Hidden	No one	No one	No one
Read Only	Users, Ticket Owners, Administrators*	No one	No one
Owners Only - Hidden from Users	Ticket Owners, Administrators*	Ticket Owners, Administrators*	Ticket Owners, Administrators*
Owners Only - Visible to Users	Users, Ticket Owners, Administrators*	Ticket Owners, Administrators*	Ticket Owners, Administrators*
User Create	Users, Ticket Owners, Administrators*	Ticket Owners, Administrators*	Users, Ticket Owners, Administrators*
User Modify	Users, Ticket Owners, Administrators*	Users, Ticket Owners, Administrators*	Users, Ticket Owners, Administrators*

Permission setting	Can be viewed by	Can be changed by	Can be created by
Hidden	No one	No one	No one
Read Only	Users, Ticket Owners, Administrators*	No one	No one
Owners Only - Hidden from Users	Ticket Owners, Administrators*	Ticket Owners, Administrators*	Ticket Owners, Administrators*
Owners Only - Visible to Users	Users, Ticket Owners, Administrators*	Ticket Owners, Administrators*	Ticket Owners, Administrators*
User Create	Users, Ticket Owners, Administrators*	Ticket Owners, Administrators*	Users, Ticket Owners, Administrators*
User Modify	Users, Ticket Owners, Administrators*	Users, Ticket Owners, Administrators*	Users, Ticket Owners, Administrators*

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