Edit a 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.

Warning
When a custom attribute is identified to no longer be need within an ESM application it should be disabled by deselecting the Active box under the attribute's Options​​​​​. It should not be deleted! Custom attributes once used in any form of production use should never be deleted. Deleting an attribute removes it and any associated historical data, which can be problematical for reporting and auditing.

What materials do I need?

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

How do I use this technology?

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. In the Search field, enter text to search for, and click Search.
  8. From the search results click the name of the attribute to edit.
  9. A new browser window/tab will open for the attribute.
  10. The following attribute elements can be edited:
    • Attribute Name
    • Header text
    • Sort Order
    • Description/Help
    • Options
      • Updatable (editing on update forms)
      • Active
      • Client Visible
  11. Make the desired changes.
  12. When finished, click Save.
  13. After the Attribute saved text appears, close the browser window.

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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