Modifying Ticket Type Options

To make modifications to the options associated with a given ticket type, sign in to the Admin application and then follow the steps below.

  1. Select your organization from the TDAdmin home page
  2. Navigate to Applications > [Ticketing Application Name] > Types
  3. Click on the name of the ticket type you wish to modify
  4. Modify any options for the ticket type that you would like to change, including:
    • Primary Reviewer
      • The person or group who will first encounter a ticket (if unassigned upon creation) to ensure it gets triaged appropriately.
    • Is Active
      • Marking a type as inactive means that users will not be able to create new tickets of that type. However, this has no effect on any tickets that have already been created with that type. In addition, users will still be able to select deactivated types for reporting purposes.
    • Notify primary reviewer of new ticket types?
      • If you choose to to notify the primary reviewer, you must select a primary reviewer.
    • Notify responsible resource(s) when all tasks are complete
    • Workspace
      • When a workspace is selected on a Ticket Type, any time entered on tickets of this Ticket Type will be applied not only to the ticket itself, but also toward the selected Workspace.
    • Notify other email addresses
    • Default Responsibility (V9.4.1 or earlier, V9.5 moves this to the ticket form)
      • If a type is assigned a default responsibility, all tickets of this type created through the standard ticket forms in the Requests application or through the web services will automatically be assigned to this resource by default. In the main ticketing application, individuals can specify a different responsible resource, but the specified resource will be selected by default when this type has been selected. This also applies to editing ticket templates.
    • Default Task Template (V9.4.1 or earlier, V9.5 moves this to the ticket form)
      • The default task template specifies the set of tasks that is automatically added for each ticket (of this type) created via the Requests application and web services. In the main ticketing application, individuals can specify a different task template on creation but the specified task template will be selected by default when this type has been selected.
    • Default SLA
      • If a type is assigned a default SLA, all tickets that are not created through a custom form will be assigned to this SLA by default. However, when creating a ticket through the ticketing application, users who have the "Change service level agreements of tickets" permission will be able to choose the SLA from a list.
      • To assign tickets to an SLA through a custom form, add the SLA field to the form, choose an SLA from the list, and uncheck the "Requestor Can View" option.
  5. Click the Save button at the top of the page

Details

Article ID: 4596
Created
Thu 4/2/15 2:43 PM
Modified
Tue 6/30/20 8:55 AM