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Home > Success Center > Web Help Desk (WHD) > Web Help Desk Administrator Guide > Set up the application > Create custom ticket fields

Create custom ticket fields

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Created by Steve.Hawkins, last modified by Anthony.Rinaldi_ret on Jul 18, 2016

Views: 70 Votes: 0 Revisions: 5

Use the Ticket Custom Fields screen to create custom tickets fields.

Below is an example of the Ticket Custom Fields screen.

  1. Click Setup.
  2. Select Tickets > Ticket Custom Fields.
  3. Click New.

    The Ticket Custom Fields screen displays the default values for a new custom field.

  4. Enter a label to identify this field.

    File:Success_Center_V2/Web_Help_Desk_(WHD)/WHD_Admin_MT/070/0Q0/WHD-OB-Ticket-Custom-Field-Label.png

  5. In the Display Order drop-down menu, select this field's position within the Custom Fields section of a ticket.
  6. In the Clients and Techs sections, specify whether each group can see or edit the custom field.

    Techs with admin accounts can edit all custom fields.

  7. Select the Type of input this field will accept.

    File:Success_Center_V2/Web_Help_Desk_(WHD)/WHD_Admin_MT/070/0Q0/WHD-OB-Ticket-Custom-Field-Type.png

    The remaining fields change based on your selection.

  8. Complete the remaining fields. Point to any field name to display information.
  9. Click Save.

    The Request Types field and an Edit link is displayed on the Ticket Custom Fields screen.

  10. Specify which request types apply to this custom field. Only tickets with the selected request type will display this field.
    1. Click the Edit link. A new tab displays a list of request types.
    2. Select one or more request types. To display the custom field on all tickets, click Select All below the list.

      File:Success_Center_V2/Web_Help_Desk_(WHD)/WHD_Admin_MT/070/0Q0/WHD-OB-Ticket-Custom-Field-RequestType.png

    3. Click Done to close the tab.
  11. Click Save.
 
Last modified
14:03, 18 Jul 2016

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