Content Comparison

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The Hierarchical Tree (HT) attribute is used to add field values that depend on each other. You can configure a Hierarchical Tree to add more related information for the ticket. For example, part category, type, part number, and description. The Possible Values text area allows you to add labels for the field values. The Hierarchical Tree attribute allows you to add a minimum of two and a maximum of five values. You can fetch the field values for the Hierarchical Tree from an external data source through bulk upload. For more information about uploading bulk data, see Use the Bulk Process to Import, Update, and Delete data. For information about the Template for Bulk Upload for Custom HierarchicalTree, see Use Bulk Process Templates and Worksheets.

A new feature has been introduced that allows a custom text attribute to be converted into a clickable URL link field by using the 'WEBLINK_' prefix. When a custom text attribute includes the 'WEBLINK_' prefix in its name, the text field is automatically transformed into a URL field with built-in validation and a link to open the url. This feature eliminates the need for creating a new custom field type. Additionally, when translating the field name for different languages, the 'WEBLINK_' prefix must be retained in the translated value. For example, a custom text field named 'WEBLINK_Server Address' would be translated into Portuguese as 'WEBLINK_Endereço do servidor'.

The attribute is created and displayed in the ticket as shown below

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As Displayed in the Ticket

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Considerations

Consider the following points while creating attributes:

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1. Create Attribute: Navigate to MANAGE> ADMINISTRATION> Tools>  Custom Attributes, and click Create New.

2. Fill in the details. The following fields require explanation:
   Sort Order - Controls the appearance of the attribute in the list. The default sort order for an attribute is 0. If you do not define the sort order, the attributes are sorted alphabetically.
   Attribute Type - Select the type of attribute that you want to create. The attributes with the type Section Headers are used for grouping fields on a form.
   Possible Values - The field is enabled only when the Attribute Type is List, Check boxes, Radio Button, or Hierarchical Tree. The Possible Values text area displays the format for specifying the options and their values.

   Info
   For  List Type, Check box Type or Radio button Type, the format is Display_value1~~Stored_value1||Display_value2~~Stored_value2. For example, Success~~1||Failure~~2.  For Hierarchical Tree, the format is Label1||Label2||Label3.

   
   

3. Click Apply  Changes.  

   Note:When you delete an attribute, it is permanently removed from the system. However, the application does not permit deleting an attribute that is used in any attribute template. When you try to delete such attributes, a message displays indicating that the attribute cannot be deleted.

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Values to the HT Custom Attribute

Custom attributes can be populated with a set of hierarchical values with a predefined number of levels (Minimum 2 and maximum 5), for example, Level 1> Level2 > Level3. Level 4. To make it more dynamic, you can add the values to in the HT custom attribute in a sequential manner. Administrators, Analysts, and Self-service users can add values to the HT custom attribute.

Prerequisites to adding values to the HT custom attribute:

1. Create custom attributes as required. To learn how to create custom attributes, see Create and Manage Attributes4699249. While creating the custom attributes, ensure to select the Attribute Type as 'Hierarchical Tree'. This helps to display the values in the Look-up sequentially, as defined in the Custom Attributes (such as L1||L2||L3||L4).
2. Associate the custom attributes to the required template. To learn more, see Create and Manage Custom Field Templates. Ensure to associate the required Ticket Type, Section Header, and CCTI.

To add Values to in the HT custom attribute, do  the following:

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