Create Ticketing Custom Attribute

Overview

Custom ticket attributes are fields that can be added to ticket forms in a Ticketing Application within the Enterprise Service Management (ESM) system to capture virtually any data you desire or need to capture.

What materials do I need?

  • Internet connectivity
  • Web browser
  • ESM App Admin, or Enterprise Admin role

Create Ticketing Custom Attribute

To create custom ticket attributes for a Ticketing Application:

  1. Login to Enterprise Service Management.
  2. Open the applicable ticketing application.
  3. Click the Settings (i.e. the gear icon).
  4. Click Admin.
  5. The admin window will open in a new browser tab/window.
  6. In the left navigation click Attributes.
  7. On the Ticket Attributes page, click the +New button.
  8. In the New Ticket Attribute window, do the following:
    1. In the Attribute Name field, enter a descriptive name relating to the type and purpose of the data.
    2. In the Header Text field, enter a conscience name, maximum length of 25 characters.
    3. Under the Attribute Type drop-down menu, select the appropriate type.
      Warning
      Once an attribute is created the attribute type cannot be changed. If an incorrect attribute type is created, a new attribute will have to be created.
    4. In the Description/help field, enter a customer friendly text describing the use of the attribute.
    5. Under the Options section, select the appropriate options. In general the following are typically selected:
      • Updatable (editable on update forms)
      • Active
      • Client Visible
  9. Click the Save button.

Need additional help or have issues

For support, requests may be submitted anytime using the appropriate Enterprise Service Management form. Requests generate a Ticket which will be worked in order received and urgency by IT Employees with the knowledge and permissions to assist with the request.

For immediate assistance please review the Contact Us page for the appropriate support group.

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