In this guide we will cover:
– Types of Tab
– Custom Tabs
– Customising Tab Layout
Associated Admin Guides:
- Asset Relationships
- Budgets
- Chat
- Custom Fields
- Custom Tabs
- General Settings (Appointments)
- General Settings (Call Management)
- General Settings (Project Management)
- Items & Stock Control
- Ticket Types
Related Guides:
- Adding in a Project Plan
- Altering Ticket Types
- Appointments
- Article Drafts
- Change Management
- Custom Fields
- How to configure Statement of Work (SoW) Templates
- Operational-Level Agreements (OLAs) on Workflows
- Parent and Child Tickets
- Planning & Forecasting
- Operational Level Agreements
Types of Tab
Budgets
After enabling the Budgets module in Configuration > Project Management, the "Budgets" field can be added to the field list of the ticket type. This will then show a Budgets tab on the ticket where budgeted hours can be set against it.
Fig 1. Budgets tab.
Progress Feed
The Progress tab will show any actions that have been completed on a ticket in a descending order that they occurred.
Fig 2. Progress Feed tab.
Attachments
Upon adding an attachment to an action within the ticket, the Attachments tab will appear. This will list every attachment that is on that ticket in one place, which is helpful to find attachment easily, especially on longer tickets with lots of actions.
It will also show the total number of attachments on the ticket within the tab name.
Fig 3. Attachments tab.
Billing
The Billing tab is used to show all of the billable time on a ticket within one area. This allows you to quickly glance at how the ticket is coming along and whether it lines up with the time that it was expected to take your agents.
You can manually set charge type and expenses against the ticket if needed, and any billable time from actions will appear here as well.
Fig 4. Billing tab.
Appointments
Upon creating an appointment on the ticket, the Appointments tab will appear showing the details of it, such as date and time, Agent, Completion Status and Appointment Type.
Appointments can be created with an action, the appointment creation screen, or the calendar screen.
Fig 5. Appointments tab.
Tasks
The Tasks tab shows Project Tasks that are linked to a Project (a ticket type with ITIL type of Project).
Project tasks act as child tickets to the project, and the total number of tasks will appear in brackets next to the tab name.
Fig 6. Project Tasks tab.
Child Tickets
The Child Tickets tab shows all of the child tickets that have been linked to the parent ticket you are currently viewing. It will also show the total count of the linked child tickets within the tab name.
Fig 7. Child Tickets tab.
Child Notes
If an action is marked as important on a project task, it will appear under the tab Child Notes of the project ticket.
They will appear with the most recent first similar to how the Progress Feed appears, and will show the number of notes in brackets next to the tab name.
Fig 8. Child Notes tab.
Related Tickets
The Related Tickets tab will show any tickets that have been related to the one you are viewing, and it works both ways (A to B, and B to A).
Fig 9. Related Tickets tab.
Related Notes
The Related Notes tab will show actions on the related tickets that have been marked as important. This works the same way as Child Ticket Notes – the total number of notes will appear next to the tab name, and the notes will appear with the most recent first.
Fig 10. Related Notes tab.
Change Calendar
This tab shows change requests logged against assets, which is done by adding the "Asset" field to the Field List tab within the ticket type. You can then add the tab by adding the "Asset Change Calendar" field to the ticket type (Configuration > Tickets > Ticket Types > choose the type > Field List tab).
Fig 11. Change Calendar tab.
Dependencies
This tab shows the dependency chart for related assets on the ticket. Linking BC-LAP-1, the one outlined in black, shows the relationships associated with it within the appearing tab.
Fig 12. Dependencies tab.
Child Ticket Assets
This tab shows the assets that are related to the child tickets of the parent ticket you are viewing. This will show if the checkbox in Fig 13 is enabled in Configuration > Tickets > Ticket Types > choose the type > Forms tab.
Fig 13. Show tab for Assets related to child Tickets.
Fig 14. Child Ticket Assets tab.
Products
This tab will show any products that have been issued on the ticket using the Issue Product action, or with an action that has the "Issue Products" system use associated with it.
Fig 15. Issue Product action in More options dropdown.
Fig 16. Products tab.
Change Management
This tab shows the planned changes related to that ticket when the Change Management module is enabled in Configuration > Tickets.
Fig 17. Change Management tab.
It can also be used to show software releases. Once the Software Releases module is enabled in Configuration, this tab will show the below settings in Fig 18 in addition to the ones in Fig 17.
Fig 18. Change Management tab with Software Releases.
Plan
This tab shows the plan and associated child that are yet to be created.
Note: This is called Project Plan on tickets with the ITIL type of Projects.
This tab can be enabled in Configuration > Tickets > Ticket Types > choose a type > Forms tab > enable the settings in Fig 19.
Fig 19. Show Unborn Child Tickets on the Ticket Details Screen and Allow customisation of Unborn Child Tickets settings.
Chats
This tab will show any agent-to-user chats that have been linked to that ticket.
Fig 20. Linking the chat to a ticket.
Fig 21. Chats tab.
Article Details
This tab will show a linked article within it, so information in it can be quickly referenced when working on the ticket.
Fig 22. Article Details tab.
You can add a linked article in Configuration > Tickets > Ticket Types > choose the type > Defaults tab > "Article".
Journeys
This tab will appear when using actions with the system use "Start Journey", and also shows the End from the End Journey system use. The Travel Time in Fig 24 will be calculated from the difference.
Fig 23. Start Journey and End Journey system use.
Fig 24. Journeys tab
Automations
This tab will show automated actions done from custom integrations. On the ticket in Fig 25, the tab shows a runbook being triggered and running.
Note: It will only appear if "Show the Automations tab on the Ticket Details Screen" is enabled in Configuration > Tickets > Ticket Types > choose the type > Forms tab.
Fig 25. Automations tab.
Contacts
This tab shows contacts on an opportunity when Show Opportunity contacts tab is enabled on the ticket (opportunity) type. Any users here are converted to users under the customer if the opportunity is won.
Note: This applies to those within Configuration > Sales > Opportunity Types.
Fig 26. Contacts tab
Audit Log
This tab shows any changes and actions that have been done on a ticket.
Note: For this to show, "Display the Auditing Tab" needs to be enabled on the ticket type in Configurations > Tickets > Ticket Types > select the type > Forms tab.
Fig 27. Audit Log tab.
Milestones
This tab appears on project tickets for setting "phases" of your project. Here you can set the Start date and End date of each phase, which order you want them to appear by the Sequence, and their current status.
Fig 28. Milestones tab
Forecasting
This tab appears on project tickets, and agent will appear in the table if they are assigned to the project or a project task under the project. Here you can set the expected time spent on the project within the week, and the colours will switch based on the percentage thresholds set in Configuration > Project Management > General Settings.
Fig 29. Forecasting tab.
Call Log
This tab shows calls taken that have been linked to that ticket with the Start Date and Time, Call Duration in minutes, the phone number used, and any attachments.
Note: For this tab to show, "Show Call Log on the Ticket" needs to be enabled in Configuration > Call Management > General Settings, and the Call Management module turned on.
Fig 30. Call Log tab and call screen linked to the ticket.
Event Log
This tab shows events on a ticket such as the ticket being logged, status changes, etc.
Note: This tab will only show to Admins, when "Show an "Event Log" tab on entities with events (Admins only) is enabled in Configuration > Notifications > General Settings. This is a global setting, not per ticket type.
Fig 31. Event Log
Microsoft Teams Chat
This tab will appear when the Microsoft Teams module and its Chat Management is enabled. Please reference the "Chat Management" section of the following guide.
Fig 32. Microsoft Teams Chat tab.
Date Dependencies
This tab shows dependant child tickets to the parent ticket being viewed, and the dependency type.
These are configured on the parent ticket when "Enable Date Dependencies" is set to Yes in Configuration > Tickets > Ticket Types > choose the type > Forms tab.
Fig 33. Date Dependencies tab.
OLAs
This tab shows the OLAs set on the ticket's corresponding workflow, and information such as Start date, Target Date, Status, Completion Date, Time on OLA, and if the target was met.
Fig 34. OLAs tab.
AI Insights
This tab appears if AI is enabled within your instance, and shows information based on the "AI Insights" section in Configuration > AI.
Note: These tabs will be consolidated into one tab in v2.178.1.
Fig 35 and 36. AI Insights tab and contents.
Custom Tabs
Custom tabs can be set to whatever contents you would like them to contain by using custom fields. Trials have a few built in, the common uses outlined below.
Additional Fields
This tab will show each custom field set against the ticket type that has not been set against a custom tab. By default, a custom field will be set to this due to this custom tab having the lowest sequence number, but this can be changed if wished.
Fig 37. Additional Fields tab.
Article Draft
This tab shows on tickets that are being used as article drafts, set in this area below in Configuration > Knowledge Base.
Fig 38. Article Draft configuration.
Fig 39. Article Draft tab.
Sales Info
This built-in custom tab can show information on opportunity tickets by assigning custom fields to it. This can be edited to your own needs.
Fig 40. Sales Info tab.
SoW
This built-in custom tab can have fields added to this to track a Statement of Work.
Fig 41. SoW tab.
Customising Tab Layout
You can change the order that the tabs appear per ticket type. Go to Configuration > Tickets > Ticket Types > choose a type > Layout tab. The "Tab layout" can be changed from Default to Custom.
This will make the "Tab order" area underneath appear. Here, you can hover over a tab to show the dots on the left side of the bar, and you can use this to drag-and-drop the tabs in whichever order you wish them to appear.
Fig 42. Tab layout configuration.
You can click the pencil icon on the right when editing to also set whether you wish this tab to show or be hidden.
If "Show tab" is selected, the tab will appear once the prerequisites for it doing so are set, i.e. the Budgets tab appears once the Budgets field is added to the ticket type.
If "Hide" is selected, the tab will not appear regardless of whether the prerequisites are met or not.
