Getting Started with Ticketing Standard Attributes

Overview

Standard attributes exist by default in all Ticketing applications and can be used to populate the forms utilized on the Client Portal in the Service Catalog as well as utilized by technicians creating tickets from TDNext.  These attributes have some important functions and restrictions.  This article will identify those attributes and functionality. 

Special Functions:

  • Some attributes are required for a ticket to be created (see table below)
  • Some attributes will be provided on the form display in TDNext even if they are not added to the form in the ticketing administration (see table below)
  • Some attributes can auto populate based upon a related configuration/process in the system (see table below)
    • This is not the same as defaulting a value on the form; any attribute may be defaulted to a pre-determined value assigned on the form configuration
    • If a default value is assigned on the form a "Required On a Ticket" or "Always Present in TDNext Forms" attribute may then be hidden on the form
  • Standard ticketing attributes can have a custom field name applied on the form, but that name WILL NOT persist to the actual ticket; the standard system name will be applied to the field on the ticket
  • Standard attributes CAN NOT be utilized in an attribute dependency relationship, only Custom Attributes

Standard Attributes

Attribute Name

Required On a Ticket

Always Present in TDNext Forms

Auto-population

Acct/Dept

 - can pull from the Requestor's user account Default Acct/Dept if configured 

Asset/CI

 

 

 

Attachment

 

 

Contact

 

 

 

Description

 

 

 

Due Date

 

 

 

Estimated Hours

 

 

 

Estimated Budget

 

 

 

Expenses Budget

 

 

 

Impact

 

 

 

Knowledge Base Article

 

 

 

Location

 

 

 

Location Room

 

 

 

Priority

 

 - can be populated by the priority matrix OR can take the configured default priority

Requestor

 - When submitted through the service catalog on a client portal this will populate as the person filling out the form

Responsible

 

 

 

Service

 

 - If being submitted through a client portal service catalog this can be pulled from the selected service

Service Offering

 

 

 - If being submitted through a client portal service catalog this can be pulled from the selected service offering

Source

 

 

 

Start Date

 

 

 

Status

 

 - If not populated via the attribute on a form the system will pull the default new ticket status for that app

Tags

 

 

 

Task Template

 

 

 

Time Budget

 

 

 

Title

 

Type

 - If submitted through the service catalog on a client portal this can be pulled from the type configured in the service settings

Urgency

 

 

 

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