You can customize the way the Layout Ticket Fields and Related Ticket Fields are displayed on the Ticket Detail page.
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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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Under the Queues section, click Customize Fields to display the Queue Customization page. Then go to the Related Ticket Information, and Default Ticket Layout:: |
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.
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The name you want to appear next to the field on the Ticket Detail page. | |||||||
Whether the field is required or optional.
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* 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).
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Optional: Use the following controls to change field display: |
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The Comment Options Field allow you configure the appearance of the Comment field and Attachments sections on the New Ticket page.
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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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Display Comment field on ticket input form. Select this check box if you want the Comment field to appear on the ticket input form. |
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Display Attachments section on ticket input form. Select this check box if you want the Attachments section to appear on the ticket input form. |
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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. |
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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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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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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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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: |
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. |
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