Set Specific Ticket Fields

As an Administrator, you can set some fields on the ticket as required for the self-service users to fill when submitting a ticket. You can use Configuration Parameter to control which of the following fields are set as mandatory:

• Name
• Phone No
• Email Address
• Details
• Type
• Urgency
• Priority
• Attachments
• Configuration Item

Follow these steps:

1. Log in to the application as an administrator.
2. Navigate to MANAGE> ADMINISTRATORS> Tools, and click Configuration Parameters.
3. Filter by Self-Service and select the parameter SSU_MANDATORY_REQUEST_FIELDS_LIST.
4. Select the fields that you would like to set as mandatory.
5. Click Apply Changes.