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. |
1. |
a. |
Log in to the K1000 Administrator Console, http://K1000_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. |
c. |
d. |
▪ |
2. |
3. |
◦ |
◦ |
4. |
◦ |
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. |
5. |
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: .
6. |
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: .
7. |
8. |
Scroll to the Layout Ticket Fields section, then click the Edit button next to the custom field you configured: |
9. |
10. |
◦ |
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. |
* 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, |
13. |
14. |
When you finish making changes to the way tickets are displayed on the New Ticket and Ticket Detail pages for a selected queue, you can preview the ticket page layout.
There are several preview options to choose from. The type of information on the ticket page depends on the permissions associated with the user accessing the page (User or Owner), and the action type (New Ticket or Ticket Detail). For example, a Ticket Owner typically has access to more information than a user associated with the ticket. Also, the New Ticket page can have some additional controls for providing comments or linking attachments, unlike the Ticket Detail page.
1. |
a. |
Log in to the K1000 Administrator Console, http://K1000_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. |
c. |
▪ |
2. |
4. |
New Ticket page, as a User | |
New Ticket page, as a Ticket Owner | |
Ticket Detail page, as a User | |
Ticket Detail page, as a Ticket Owner |
6. |
7. |
8. |
To return to the Queue Customization page, in the top-right corner, click Back to Queue Configuration page. |
1. |
a. |
Log in to the K1000 Administrator Console, http://K1000_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. |
c. |
d. |
▪ |
2. |
3. |
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. |
You can set up any Service Desk ticket as a parent ticket and assign child tickets to it.
There are two ways to use the parent-child relationship:
• |
Prevent the parent from being closed unless all its child tickets are closed. This strategy uses the parent ticket as a global to-do list and each child ticket as a separate task on the list. After all the tasks are completed and the child tickets are closed, the parent can be closed. |
• |
Close all child tickets when you close the parent ticket. This strategy is useful for tickets that are duplicates of the same problem. For example, if a server crashes and users file duplicate tickets about the issue. When the server is restored, the ticket owner can close the parent and close all of the child tickets at the same time. |
© 2021 Quest Software Inc. ALL RIGHTS RESERVED. Feedback Terms of Use Privacy