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Properties tab

Service Desk > Desk Definition > Edit > Properties

The Properties tab displays tabs for each type of property that can be assigned to a desk definition.

Properties > Status tab

Define an identifier and description for a status code. Status codes represent the state a ticket is in, regardless of any other classification. Possible types of status codes include: Open, Closed, On Hold, Awaiting User Feedback, Under Investigation, etc.

  • Parent ID - The name of the desk definition.
  • ID - The record identifier.
  • Description - A brief description of this ID.

Properties > Priority tab

Define an identifier and description for a priority code. Priority codes are defined for each desk definition and enable you to prioritize service requests.

  • Parent ID - The name of the desk definition.
  • ID - The record identifier.
  • Description - A brief description of this ID.

Properties > Category tab

Define an identifier and description for a category. Categories and sub-categories can be defined for each desk definition and enable you to classify the type of service requested.

  • Parent ID - The name of the desk definition.
  • ID - The record identifier.
  • Description - A brief description of this ID.
  • Sub Category - Enter a sub category for this category, then click the Add Sub Category button.
  • Sub Categories - The list of sub categories defined for this category.
  • Delete Sub Category - Select a sub category in the Sub Categories list, then click the Delete Sub Category button.

Properties > Severity tab

Define an identifier and description for a severity code. Severity codes are defined for each desk definition and enable you to classify how critical a service request is to an organization's operations.

  • Parent ID - The name of the desk definition.
  • ID - The record identifier.
  • Description - A brief description of this ID.

Properties > Resolution tab

Define an identifier and description for a resolution. Resolutions are defined for each desk definition and enable you to classify a service request by how the ticket was resolved.

  • Parent ID - The name of the desk definition.
  • ID - The record identifier.
  • Description - A brief description of this ID.

Properties > Custom Fields tab

Add custom fields to this desk definition. When a ticket is created, these custom fields are available for data entry. A corresponding property variable is also created for each custom field you define. You can order the display of custom fields in the ticket editor by using the Move Up and Move Down buttons.

  • ID - The record identifier.
  • Screen Caption - The label for the custom field in windows.
  • Report Title - The label for the custom field in reports.
  • Field Format - The data type for the custom field. Includes:
    • Amt - Positive or negative number, up to 2 decimal places.
    • Integer - Positive or negative number, whole number only.
    • Quantity - Positive or negative number, up to 5 decimal places.
    • Rate - Positive or negative number, up to 5 decimal places.
    • Date - Any date.
    • Datetime - Any date and time.
    • List - A list of string values. If selected, these additional fields display.
      • Value to Add to the List - Enter a value to add to the list.
      • Add Item - Click to add an entered value to the list.
      • Values Added to the List - Displays a list of values.
      • Delete Item - Click to delete a selected value.
    • Multiline String - Displays an edit box that supports multiple lines of text.
    • String - Any alphanumeric string value.
    • Rich Text - Displays an edit box that supports rich text entry.
    • Boolean - Displays a checkbox that is either checked or unchecked. If selected, this additional field displays.
  • Default Value - The default value for the custom field.

Properties > Task Status Values tab

Define an identifier and description for a task status code. Task status codes represent the state a task is in, regardless of any other classification. Possible types of task status codes include: Open, Closed, On Hold, Awaiting User Feedback, Under Investigation, etc.

  • Parent ID - The name of the desk definition.
  • ID - The record identifier.
  • Description - A brief description of this ID.