You can customize the values that indicate ticket impact.
NOTE: Only ticket owners can categorize tickets using the Category and Priority Values fields. Ticket submitters can make this type of assessment in the ticket Impacts field. |
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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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In the Ticket Defaults section, click Customize These Values to display the Queue Customization page. |
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In the Impact Values section, click the Edit button beside a value to modify it: , or click the Add button at the top of the list to add a new value, |
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You can customize the way tickets are displayed on the Tickets page for each queue.
Customization options include:
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You can customize the way the Layout Ticket Fields and Related Ticket Fields are displayed on the Ticket Detail page.
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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At the top of the page, click Customize Fields and Layout to display the Queue Customization page with the Layout, and Related 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.
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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 Field Options allow you configure the appearance of the Comment field and Attachments sections on the New Ticket page.
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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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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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