e11 Help Desk Software Manual for customer support & service software
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This feature allows you to configure Ticket Creation Form by adding, modifying and deleting custom fields.
To add ticket attributes:
1. Open Dynamic Forms page.
2. Click Configure Ticket 
to
open Show/Modify Ticket Attributes page, as shown in the Figure 13-4-1.
This page will show you the attribute label, its field type and whether that
attribute is required field or searchable or both while creating a ticket. In
addition, it will also show you that an attribute is read only, editable or
will not be displayed while replying to a ticket in the representative section
or updating a ticket in the client section.
3. Click 
to open Add Attribute page. Enter information
in the required fields, as shown in the Figure 13-4-3:
Required Fields |
|
Field |
Description |
|
Caption |
Enter the label for the attribute. |
|
Attribute Type |
Select the type of information to be captured in a particular form field such as Text, Password, Check Box, Date, and Email. |
|
Representative Display |
Select read only, editable or no display from the drop-down menu while replying to a ticket in the representative section. |
|
Client Display |
Select read only, editable or no display from the drop-down menu while updating a ticket in the client section. |
Note: Under Representative Display in the Add Attribute page, let's say you select Rep Display ReadOnly for an attribute such as E-mail address, as shown in the Figure 13-4-3. Then while replying to a ticket, the representative will only be able to view the E-mail address attribute but will not be able to modify it, as shown in the Figure 13-4-2. On the other hand, if you select Rep Display Editable for another attribute, such as Contact No., then the representative will be able to view it as well as modify it, as shown in the Figure 13-4-2. Selecting No Display, for an attribute will hide it while replying to the ticket.
Similarly, under Client Display in the Add Attribute page, you can select Client Display Editable to allow the client to modify the attribute, Client Display ReadOnly to allow the client to only view the attribute, and No Display, to hide the attribute while updating a ticket.
4. You can also add information in the optional fields, as shown in the Figure 13-4-3:
Optional Fields |
|
Field |
Description |
|
Required |
Check the box if you want this field to be mandatory. |
|
Searchable |
Check the box if you want to allow search on this field. |
|
Alert Message |
If you select the mandatory field then, enter a message that will be displayed, if a user leaves the Required field as blank. |
Note: Depending on the attribute type, the Text Properties window will be displayed in the Add Attribute page, which can be used for additional information, as shown in the Figure 13-4-4.
5. Click 
to add new attributes.
Tip: Click
to close the page after adding an attribute.
Note: These attributes will be added in the Create New Ticket page and Show/Modify Ticket Attributes page.
Example: At times, you may need to
add a new attribute to configure the Ticket Creation Form. To do so, enter a
label for the attribute and then select the Attribute Type such as Text or
Password, from the drop-down in the Add Attribute page. Then under Representative
Display select Rep Display ReadOnly to allow the representative to only view
the attribute, Rep Display Editable to allow modifying the attribute and No
Display, to hide the attribute while replying to a ticket. Similarly, under Client
Display select Client Display Editable to allow the client to modify the
attribute, Client Display ReadOnly to allow the client to only view the
attribute, and No Display, to hide the attribute while updating a ticket, as
shown in the Figure
13-4-3. You can also select the respective boxes to allow search on
this attribute field or to make this field mandatory. If you select the
mandatory field, enter an alert message for the user if he/she leaves the
mandatory field blank. Depending on the attribute type, you can also specify
properties for the Attribute Type, as shown in the Figure 13-4-4.
Click .
To modify ticket attribute:
1. Open Show/Modify Ticket Attributes page.
2. Click on the caption of ticket attribute to be modified.
3. To know more about modifying an attribute, click here.
Note: You cannot modify the attribute type.
To delete ticket attribute:
1. Open Show/Modify Ticket Attributes page.
2. To know more about deleting an attribute, click here.