Manage Ticketing Attribute Choices

Overview

If you have a custom ticket attribute that is a dropdown, multiselect, radio buttons, or checkbox list, choices for the attribute can be added, edited, or disabled as appropriate.

Tip
The choice text length is limited to 100 characters.

In this article:

What materials do I need?

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

How do I use this technology?

Access Ticket Attribute

To add, edit, or disable choices on custom ticket attributes for a Ticketing Application first access the attribute.

  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. Click the Choices tab.

Add Ticket Attribute Choice

  1. Click + Add Choices.
  2. The Add Choices section will appear.
  3. Review the existing choices order sequence (e.g. 1 - 5).
  4. Determine the initial order number for the new choice (e.g. 6).
  5. Set the Give the next row an order of field to 7.
  6. Set the and increment by field to 1.
  7. In the first form row, do the following
    1. Set the Order to 6
    2. Set the Name to the text label to be displayed in the list/drop-down menu.
  8. If there are additional choices to add, click + Add Row, and repeat step 7b.
  9. Repeat steps 7b and 8, until all new choices have been created.
  10. Click Save.
  11. The attribute Choices tab will update with the new options listed.

Quickly Add Multiple Ticket Attribute Choices

If there are multiple choices that need to be added to an attribute's choice list, the following method is much quicker method for adding up to 500 choices at one time. This process assumes the text labels already exist in some fashion such as a text file, or Excel document. Otherwise, follow the steps in the Add Ticket Attribute Choice section above.

  1. Click + Add Choices.
  2. The Add Choices section will appear.
  3. Review the existing choices order sequence (e.g. 1 - 5).
  4. Determine the initial order number for the new choice (e.g. 6).
  5. Click Paste Row...
  6. The Paste Choice Rows dialog window will open.
  7. In the text area paste the value list that is copied from elsewhere (i.e. an Excel file).
  8. Click Import.
  9. Verify the choices, and order. Make any adjustments necessary.
  10. Click Save.
  11. The attribute Choices tab will update with the new options listed.

Edit Ticket Attribute Choice

When editing, you can update the name of the choice and the order in which it should display.

  1. Locate the desired choice in the attribute's choice list.
  2. Click the Edit link to the right of the attribute.
  3. In the Edit Choice dialog window, adjust the Sort Order and/or Name fields as desired.
  4. Click the Save button.
  5. Repeat steps 1 - 4 as necessary.
  6. When compete close the window.

Disable Ticket Attribute Choice

While it is possible to delete a choice option from an attribute's choice list, this is strongly not recommended as it will have a negative impact on reporting, and data integrity on any existing tickets there that option was selected. The recommended action is to simply deactivate choices when they are no longer applicable. This will remove that option from being selected on any new/modified tickets, while retaining that choice value on any existing tickets with that selected.

  1. Locate the desired choice in the attribute's choice list.
  2. Under the Active column click Yes.
  3. The window will refresh displaying the text Deactivated the <choice name here> choice, and the value in the Active column will now be No.
  4. Repeat steps 1 - 2 as necessary.
  5. When compete close the 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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