Person Custom Attributes as Relative Roles

You can use Person-type custom attributes as relative roles in workflow steps and for task template responsibility. A Person-type custom attribute resolves to a specific person on a per-ticket basis, the same way a built-in relative role does, but the person is determined by whatever value is populated in the attribute rather than by a fixed system field.

Person-type custom attributes can be created at any of these levels:

• Ticket, Service, or Service Offering — The attribute is added to the ticket form and appears in relative role pickers under Custom Attribute. Services and Service Offerings use the same set of ticket custom attributes, so a Person attribute available at the ticket level is also available when the ticket is tied to a Service or Service Offering.
• Account/Department — The attribute is created on the account and appears in relative role pickers under Department Custom Attribute. If the Account field is present on the ticket form, the account's Person custom attribute becomes available on the ticket.
• Requestor — The attribute is created on the person record and appears in relative role pickers under Requestor Custom Attribute. This is a People record attribute, not a value you select from the Requestor field on a ticket; when the ticket's Requestor has that attribute populated on their profile, the system resolves to that person.

You can select a Person custom attribute as a relative role in the following locations:

• Workflows >
  • Approval Step > Approver Role(s)
  • Choice Step > Responsible Role
  • Notification Step > Recipient Role(s)
  • Task Step > Responsible Role
• Ticket Task Template > Responsible Role

If the person custom attribute evaluates to no person, or to a person who isn’t appropriate for the step type (e.g., a person without Ticketing application access selected for a Task Step’s Responsible Role), the system falls back to the fallback field’s value. If no fallback is defined for a task template task, the task defaults to Unassigned.