Overview
Standard attributes exist by default in all Enterprise Service Management (ESM) Ticketing applications and can be used to populate the forms utilized on the Client Portal in the Service Catalog as well as utilized by technicians creating tickets from Work Management. These attributes have some important functions and restrictions. This article will identify those attributes and functionality.
Special Functions:
- Some attributes are required for a ticket to be created (see table below)
- Some attributes will be provided on the form display in Work Management even if they are not added to the form in the ticketing administration (see table below)
- Some attributes can auto populate based upon a related configuration/process in the system (see table below)
- This is not the same as defaulting a value on the form; any attribute may be defaulted to a pre-determined value assigned on the form configuration
- If a default value is assigned on the form a "Required On a Ticket" or "Always Present in Work Management Forms" attribute may then be hidden on the form
- Standard ticketing attributes can have a custom field name applied on the form, but that name WILL NOT persist to the actual ticket; the standard system name will be applied to the field on the ticket
- Standard attributes CAN NOT be utilized in an attribute dependency relationship, only Custom Attributes
Standard Attributes
Standard Attributes for Ticketing Applications
| Attribute Name |
Required on a Ticket |
Always Preset in Work Management Forms |
Auto-Population |
| Acct/Dept |
|
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- can pull from the Requestor's user account Default Acct/Dept if configured |
| Asset/CI |
|
|
|
| Attachment |
|
|
|
| Contact |
|
|
|
| Description |
|
|
|
| Due Date |
|
|
|
| Estimated Hours |
|
|
|
| Estimated Budget |
|
|
|
| Expenses Budget |
|
|
|
| Impact |
|
|
|
| Knowledge Base Article |
|
|
|
| Location |
|
|
|
| Location Room |
|
|
|
| Priority |
|
|
- can be populated by the priority matrix OR can take the configured default priority |
| Requestor |
|
|
- When submitted through the service catalog on a client portal this will populate as the person filling out the form |
| Responsible |
|
|
|
| Service |
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- If being submitted through a client portal service catalog this can be pulled from the selected service |
| Service Offering |
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- If being submitted through a client portal service catalog this can be pulled from the selected service offering |
| Source |
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| Start Date |
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| Status |
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- If not populated via the attribute on a form the system will pull the default new ticket status for that app |
| Tags |
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| Task Template |
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| Time Budget |
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| Title |
|
|
|
| Type |
|
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- If submitted through the service catalog on a client portal this can be pulled from the type configured in the service settings |
| Urgency |
|
|
|
Is there any additional information I should know about?
Information about custom attributes within ticketing applications can be found in the following articles.
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.