Customize Tickets

Serviceaide Intelligent Service Management includes predefined fields in tickets. However, you can create additional fields for your tickets. This section helps you understand how to define custom fields and make them available in tickets.

Attributes are the fields that are used with configuration items and ticket forms to store more information. You can get detailed information in the ticket by relating attributes to ticket custom fields in the ticket template. To get more information about a configuration item, relate the attributes to CI custom fields in the CI attribute template. You can also relate the CI attribute template to any CCTI (Category, Class, Type, and Item). For example, it is easier to process hardware-related requests if the serial number, purchase date, and warranty data is available.

Similarly, some information is required from the end user who is submitting a ticket. You can get it by creating and relating attributes to the ticket templates and CI attribute templates. You can use the section headers to group the custom fields.

This article only talks about creating the attributes using the Custom Attributes module. The Custom Attributes module lets you create a reusable pool of attributes. These attributes can be used on different forms, like custom field templates for tickets and CI attribute templates. An attribute can be used on multiple CI attribute templates and custom field templates. This feature reduces the need to recreate the same attribute in different forms.

You can create Text, Number, DateTime, List, MultiLineText, Radio Buttons, Check boxes, Section Headers, Web Service Lookup, and Hierarchical Tree attribute types.

You can relate the attributes to configuration items using the Custom Ticket Attribute Templates navigation menu option. You can relate attributes to the ticket templates using the Custom Ticket Attribute Templates navigation menu option. You can use the section headers to group the attributes that appear in a ticket template.

The Section Header attribute type is used for grouping custom fields on tickets into sections. You can configure section headers to be used for grouping attributes on a ticket. When creating custom fields for tickets, you can use a section header as a way of grouping related fields. You can then add multiple attributes (custom fields) under the section header.

The Web Service Lookup attribute type is used to display the information that is stored on an external system. For example, hardware information such as the purchase date and warranty data that are stored on a CMDB tool. You can associate web services with the Web Service Lookup to fetch the information. For more information about configuring web services, see Configure Outbound Web Services. The Web Service Lookup attribute is only available for ticket templates.

The Hierarchical Tree 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 Bulk Process Data. For information about the Template for Bulk Upload for Custom HierarchicalTree, see Bulk Process Templates Worksheets.