Administration Guide

Adding Ticket Fields

Introduced in 8.4

Alloy Navigator offers the All Tickets grid for working with Service Desk Tickets of all classes (Incidents, Problems, Change Requests, Service Requests, and Work Orders) in one place. Technicians can also use the My Tickets grid, which is a filtered version of the All Tickets grid, displaying only those Tickets that are assigned to the current technician.

By default, the All Tickets / My Tickets grid shows only the fields that are shared by all Ticket classes, such as Status, Assignee, Requester, Priority, etc. In the Settings, you can supplement the All Tickets / My Tickets grid with any fields of any Ticket classes, including user-defined fields.

Added Ticket fields will be available in the Customize View dialog box for shared and local views, so you as an administrator or technicians themselves can build customizable data views for the All Tickets and My Tickets grids. For Tickets where added fields are unavailable, the All Tickets and My Tickets grids will show an empty value.

To add a Ticket field to the All Tickets grid, follow these steps:

  1. Go to General > Fields > All Tickets. Alternatively, you can access all Ticket fields under Workflow and Business Logic > Service Desk > All Tickets/My Tickets > Fields..

  2. Click Add on the Module Toolbar. The Field Properties window opens.

  3. Choose a field from the Field drop-down list. This list contains all fields of all Tickets classes that have not yet been added to the All Tickets / My Tickets grid.

    Color icons allow you to quickly understand for which Ticket classes the field is available. For example, see how icons indicate that the Rating field is available for Incidents and Service Requests and unavailable for Problems, Change Requests, and Work Orders:

    NOTE: As soon as you select a field, its Ticket classes will be explicitly listed below, in the Available for field under Binding.

  4. Under Binding, view the field origin and the Ticket classes where the field is available.

  5. If you want to change the default field label, under Display, type a new name in the Custom Label field.

  6. Click OK.

  7. Click Save on the toolbar to apply the changes.

    For your changes to take effect, you and other users must restart Alloy Navigator.

INFO: For instructions on how to add common user-defined fields, see Adding Common User-Defined Fields for Tickets.