Managing Ticketing Custom Attributes

Custom ticket attributes are fields that can be added to ticket forms in a Ticketing Application to capture information specific to your organization. Custom attributes can be added to ticketing forms, notification templates, and reports.

In this article, we'll cover:

Custom Attribute Options

Available Custom Attribute Types

Currently, the following attribute types are supported for the ticketing application:

Attribute Type Description and Configuration Options
Asset

Allows for the selection of an Asset from an Asset/CI application.

Limit available assets using the following filters: Status(es), Owning Acct/Dept, Using Acct/Dept, Product Type, Product Model(s), and Requesting Acct/Dept

Client Visibility settings:

  • Owner Access: Only assets that the requestor owns will be available for selection
  • Departmental Access: Only assets that belong to the requestor's Acct/Dept or assets that the requestor owns will be available for selection
  • Application Access: Only assets in the applications configured below will be available for selection
Checkbox List  Configure one or more checkboxes, any number of which can be selected
Color A dropdown list of predefined colors (Green, Yellow, and Red).
Configuration Item

Allows for the selection of a Configuration Item from an Asset/CI application.

Limit available configuration items using the following filters: Type(s), Owning Group, Owning Acct/Dept
Date Picker Date value field with a built-in calendar to select from. No time data.
Date/Time Picker Date and time value field with a built-in calendar to select from and a time selector
Dropdown Provide a list of choices from which only one can be selected. Each option has 100 character limit
Location Provides the global list of location options
Location and Room Provides the list of rooms within a location.
Multiselect Displays a list of choices, from which any number can be selected. Each option has 100 character limit
Person Displays a list of people from the system
Limit available people using the following filters: Person Type(s), Account/Department Membership, Group Membership, Employee Status
Radio Button List Provide a list of choices, of which only one can be selected. Vertical and horizontal options are available
Text Area Allow multiple lines of text to be input
Text Box Select the Data Type to restrict the kind of info that can be entered: Text, Integer, or Decimal
Yes/No Dropdown Yes and No options are already configured. These can be modified, added to, or removed.

Available Attribute Settings

There are a variety of fields that can be configured to tailor ticketing attributes as needed:

  • Attribute Name – Appears in standard detail pages and forms.
  • Header Text – Ticket report column header
  • Attribute Type – Affects the values that can be provided and how the field will appear to the user. This cannot be edited once the custom attribute has been saved. Some attribute types offer filters to limit the available choices. See the table below for option details
  • Sort Order – Displays the order of the fields with respect to other active ticket attributes.
  • Description/Help – Summarizes the attribute's purpose.
  • Options – Configuration settings for how the attribute will behave in a form. These work as follows:
    • Protected – Set the attribute's visibility to authorized users only, requiring a PIN to view the attribute value. Protected attributes cannot be deleted.
    • Updatable – Allow the attribute to be modified when updating a ticket
    • Active – Set the attribute as active to make it available for use. Only active attributes will be used in ticket forms.
    • Client Visible – Allow the attribute to be visible when it is present on a ticket and the ticket is viewed on the Client Portal.
  • Associated Type(s) – Ticket types associated with the attribute. Not selecting any ticket types will associate the attribute with all ticket types. Selecting ticket types to associate the attribute with will only associate the attribute with those choices. 

Adding a Ticketing Custom Attribute

To create custom ticket attributes for a Ticketing Application:

  1. Open the Ticket Attributes configuration page:
    • Ticketing Application Admins: In Work Management, open the Ticketing Application, click the gear icon in the top-right corner, select Admin from the menu, then Attributes in the left navigation
    • Global Admins: In TDAdmin, go to Applications, select the Ticketing Application, then click Attributes in the left navigation
  2. On the Ticket Attributes page, click the +New button.
  3. In the New Ticket Attribute window, fill out the required and optional fields.
  4. Click the Save button.
  5. Attribute types that require further configuration, such as dropdown, multiselect, radio buttons, or checkbox list, can be managed on the Choices tab:
    1. Click + Add Choices
    2. Type a new choice Name in the text box, or select Copy Configuration From if you want to copy a similar option.
    3. Click Save

To edit an existing custom attribute, click the desired attribute Name on the Ticket Attributes page. The attribute type cannot be edited. 

Deactivating Ticketing Custom Attributes

If you need to stop using a custom attribute, the best practice is to deactivate it rather than delete it. Deleting a custom attribute immediately removes it system-wide, including historical data.

Note that protected attributes and attributes currently in use on a form cannot be deleted.

To delete custom ticket attributes:

  1. Open the Ticket Attributes configuration page:
    • Ticketing Application Admins: In Work Management, open the Ticketing Application, click the gear icon in the top-right corner, select Admin from the menu, then Attributes in the left navigation
    • Global Admins: In TDAdmin, go to Applications, select the Ticketing Application, then click Attributes in the left navigation
  2. On the Ticket Attributes page, click the attribute Name link.
  3. In the attribute window, scroll down to the Options, and uncheck the Active option.
  4. Click Save
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