Next Topic

Previous Topic

Book Contents

Standard Fields

Standard Fields refer to built-in fields provided by a service desk. They display as columns in the ticket table and in field permission dialogs. A standard field is not necessarily available for all combinations of desk definition and user role. Nor does the same standard field necessarily display in both the ticket table and in field permission dialogs. Custom fields—if defined for a service desk—also display as columns in the ticket table and in field permission dialogs.

Note: Most standard fields have a corresponding property variable. See Standard and Custom Property Variables for more information.

  • Activity - The activity type associated with an hours worked entry. Applies only if Service Billing Integration is enabled.
  • Actual Completed Date - [$ResolutionDateTime$] - The date/time the ticket was resolved.
  • Assignee -[$Assignee$] - The VSA user currently assigned to the ticket.
  • Category - [$Category$] - The category assigned to the ticket.
  • Closed Date and Time -[$ClosedDateTime$] - The date/time the ticket was closed.
  • Contact Email - [$StaffEmail$] - The contact’s email address.
  • Contact Phone - [$StaffPhone$] - The contact's phone number.
  • Creation Date and Time - [$CreateDateTime$] - The creation date/time of the ticket.
  • Description - [$Description$] - The description of the ticket.
  • Due Date and Time - [$ExpectedDueDate$] - The goal date/time for the entire ticket.
  • Entry Form - Displays a drop-down list of different forms that can be used to edit a ticket.
  • Escalation - [$EscalationDateTime$] - The date/time the ticket will be escalated if it does not exit the current stage.
  • Hidden Note - Optionally hides, shows or enables the creation of hidden notes.
  • Hours Worked - [$TotalHoursWorked$] - The total hours worked on the ticket.
  • ID - [$TicketId$] - The unique identifier for the ticket. This value cannot be changed.
  • Locked By - The user currently editing the ticket. Locking prevents any other user from editing the ticket.
  • Locked On - The date/time the ticket was locked.
  • Machine ID - [$Machine$] - The machine ID associated with this ticket.
  • Modified On - [$LastEditDateTime$] - The date/time the ticket was last edited.
  • Note - Optionally hides, shows or enables the creation of non-hidden notes.
  • Organization Address - The address of the organization assigned to the ticket.
  • Organization ID - [$Organization$] - The organization ID assigned to the ticket.
  • Organization Name - The name of the organization assigned to the ticket.
  • Override Rate - A manually entered rate that overrides the default billing rate for a selected resource type. Applies only if Service Billing Integration is enabled.
  • Owner - [$Owner$] - The VSA user ultimately responsible for resolving the ticket.
  • Priority - [$Priority$] - The priority assigned to the ticket.
  • Promise Date and Time - [$ProjectedDate$] - The date promised to resolve the ticket.
  • Resolution - [$Resolution$] - The resolution assigned the ticket.
  • Resource Type - The resource type assigned to the ticket. Applies only if Service Billing Integration is enabled.
  • Severity - [$Severity$] - The severity assigned to the ticket.
  • Source Type - [$SourceType$]- Applies to tickets generated from an email or a system event, such as an alarm.
    • Email - Ticket was created from an email
    • Backup
    • KES
    • Patch
    • Monitor
    • Alarm
    • Portal
    • ServiceDesk
    • Other
  • Staff ID - [$Staff$] - Displays as the Contact field in the ticket editor. A contact is a staff member of an organization.
  • Stage - [$Stage$] - The stage assigned to the ticket.
  • Stage Goal - [$GoalDateTime$] - The goal date/time the ticket will be overdue if it does not exit the current stage.
  • Standard Rate - The default billing rate for the selected resource type. Applies only if Service Billing Integration is enabled.
  • Status - [$Status$] - The status assigned to the ticket.
  • Subcategory - [$SubCategory$] - The subcategory assigned to the ticket.
  • Submitter Email - [$SubmitterEmailAddress$] - The email address of the submitter.
  • Submitter Name - [$SubmitterName$] - The name of the person submitting the ticket. Usually this is the name of the user calling or emailing about a service issue.
  • Summary - [$Summary$] - A one line summary description of the ticket.
  • Work Order - [$WorkOrder$] - The work order associated with the ticket.