Configuration > Sales > Opportunity Types
The types listed in this menu are simply Ticket Types with their Use set to Opportunities. Therefore they have the same configuration as Ticket Types;
Table View
| Field | Type | Description |
| Sequence | Header | This is the sequence value of the Ticket Type, and will dictate where it appears in lists. Higher sequences will appear lower on the list. |
| Name | Header | This is the name of the Ticket Type, and will be how it is displayed in lists. |
| Group | Header | This is the group that the Ticket Type belongs to, these are used as a higher level of categorisation for Ticket Types (Only visible when "Show an additional level for grouping Ticket Types" is enabled in Tickets General Settings) |
| Use | Header | The case in which these Ticket Types are used, Tickets, or Projects for example. |
| Team | Header | The default Team that this Ticket Type will be assigned to |
| Agent | Header | The default Agent that this Ticket Type will be assigned to |
| Start a Workflow | Header | The default Workflow that this Ticket Type will start when it's created. |
| Template | Header | The default Ticket Template that will be applied when the Ticket Type is created. |
Top Bar
| Field | Type | Description |
| Edit / Save | Button | Allows the ability to edit the details of this Ticket Type, then save them afterwards. |
| Access Control | Button | Opens a menu for assigning granular access to this particular entity specifically. |
| Clone | Button | This will create an exact replica of this Ticket Type, it is reccomended that you name this new type differently to the original to avoid confusion. |
| Delete | Button | Deletes the Ticket Type. You will be warned. |
Details
| Field | Type | Description |
| Ticket Type Name | Free Text | Ticket Types name, used in lists etc.. |
| Sequence in lists | Integer | Determines where in the list of ticket types this ticket type will appear. The lower the sequence, the higher in the list it appears. |
| Group | Single Select | This determines the Ticket Type group to which this type belongs. These can be configured in Tickets General Settings, the option will also only appear if "Show an additional level for grouping Ticket Types" is enabled in Tickets General Settings too. |
| ITIL Ticket Type | Single Select | Determines the ITIL type applicable to this ticket type |
| Use | Single Select | Determines whether tickets of this type are used for standard incident/request management, projects or sales. |
| Visible in lists for Agents | Checkbox | When checked, this Ticket Type will be visible and selectable by Agents, assuming it is not restricted elsewhere. If unchecked, the Type will still exist, it will just need to be applied by the System, i.e. automatically, or by default. |
| Agents can log new Tickets with this Ticket Type | Checkbox | When unchecked, Agents will not be able to log Tickets of this type from within the Agent application. |
| End-Users can log new Tickets with this Ticket Type | Checkbox | When unchecked, end-users will not be able to log Tickets of this type via the Self-Service Portal. |
| Anonymous Users can log new Tickets with this Ticket Type | Checkbox | When unchecked, anonymous users (end-users who have not logged in to the Self-Service Portal) will not be able to log Tickets of this type via the Self-Service Portal. |
| Show on the mobile applications | Checkbox | When checked, this Ticket Type will be available for use on the Mobile application. |
| Web Announcement | Rich Text | Information placed in this field will be displayed in an Alert box atop the new ticket form whenever an End-User goes to log one through the SSP. |
| Allow logging on behalf of other Users | Single Select | This defines the level to which End-Users can log this ticket for other End-Users. This ranges from their Site to their Organisation. This will also override the global default. |
| Hide the contact information fields when logging anonymously | Checkbox | When checked, this will remove the ability to enter contact information should the End-User be logging the ticket anonymously. |
| Hide the Phone Number field | Checkbox | When checked, this will remove the ability to enter a phone number into the contact information fields. |
| Show a Confirm Email field | Checkbox | When checked, this will remove the need to enter a confirmation email address into the contact information fields. |
| Allow attachment upload on the end user portal | Checkbox | When checked, this will allow the addition of attachments to tickets submitted via the SSP for this Ticket Type. |
| Minimum number of attachments a User must upload to submit Ticket | Integer | When filled out, this will place a lower bound on the number of attachments required to create a ticket. This is often used when a particular service requires a number of documents to be completed. |
| Maximum number of Tickets a single User can have open of this Ticket Type | Integer | When filled out, this will place a limit on the number of tickets a User can have open at once with this particular Ticket Type. This will only apply to tickets logged via the SSP. |
| Maximum number of Tickets a single User can log of this Ticket Type | Integer | When filled out, this will place a limit on the number of tickets a User can open with this particular Ticket Type. This will only apply to tickets logged via the SSP. |
| Submit button label override | Free Text | This will rename the "Submit" button to something like "Send", for example, on this Ticket Type. |
| Message displayed after submitting new Ticket override | Free Text | This will change the default response from the SSP when a ticket of this Type is logged. |
| New Ticket logged toast override | Free Text | When tickets of this type are logged, the "toast" popup, which fires when a notification is triggered, will have this note attached to it. Agents will need to be subscribed to this notification to recieve this, but the override just changes the notification text. |
| Log on behalf of label override | Free Text | This will change the default "Log on behalf of" button for this Ticket Type, to something like "Log for", for example. |
| Todo List Visibility for the End-User portal | Single Select | Determines whether or not the End-User can see the To-Do list on their Tickets associated with this Ticket Type. |
| Status after End-User update | Single Select | Determines the Ticket's status upon receiving updates from end-users (either via Self-Service or inbound emails) |
| Status after Agent update | Single Select | Determines the Ticket's status upon receiving updates from Agents. |
| Status after Supplier update | Single Select | Determines the Ticket's status upon receiving updates from Supplier contacts. NB: the Ticket must have first been logged to Supplier and the response should be from the address initially contacted. |
| Status after End-Users reopen a closed Ticket | Single Select | If end-users are permitted to re-open Tickets (either via Self-Service or by emailing back on closed Tickets), then this is the status the Ticket moves to upon being re-opened |
| Status after approver update | Single Select | If any updates on the Approval Process of the ticket are made, then the ticket will be set to this Status. |
| Emails on closed Tickets | Single Select | Determines the behaviour of tickets when closed & an end-user update is subsequently received. |
| Emails on closed Tickets setting applies to Tickets pending closure | Checkbox | If End-User Closure Confirmation is enabled (Config>Tickets>General Settings) & a Ticket is currently pending closure confirmation (i.e, in the 'Resolved' status), then this setting determines whether or not to apply the same behaviour as that set in the above option "Emails on Closed Tickets" |
| Emails on Tickets pending closure | Single Select | If "Emails on closed Tickets setting applies to Tickets pending closure" is unchecked, then this setting allows you to establish distinct behaviour for emails on Tickets pending closure Vs. closed Tickets. |
| Closed Tickets can be reopened on the End-User Portal | Checkbox | When checked, End-Users are able to send an update to their Closed tickets in order to re-open them. If not, they will stay closed and the issue will require a new ticket to be dealt with. |
| Charge Type | Single Select | The charge rate selected here will be set as a default for the actions in any tickets of this type. This can still be changed on a per-action basis, should the Charge Rate field be present. |
| Always Bcc | Free Text | Any emails listed here will be Bcc'd into all emails originating from tickets with this Ticket Type. |
| Hide respond button | Checkbox | The 'Respond' button is a system action that can be clicked by agents to:
this action is visible on tickets that have an SLA that has not yet been responded to. Selecting this will remove this action button from view. |
| Automatically respond when logging via the Agent new Ticket or call screens | Checkbox | When selected, the SLA response is automatically logged when Agents log a Ticket of this type. The idea is: "If it's the Agent who has logged the Ticket, they have clearly already had some communication with the end-user & hence they have already responded" |
| Enable sending of SLA hold reminders. | Checkbox | Establishes whether or not SLA hold reminders are sent for Tickets of this type.
NB: SLA Hold Reminders will never be sent if not enabled in Config>SLA>General |
| Don't close ticket when on SLA Hold | Checkbox | When checked, should a "close after x hours on hold" behaviour be configured in the global SLA settings; tickets with this type will ignore that rule. |
| Enable pending closure procedures. | Checkbox | Should End-User Closure Confirmation be enabled in global Ticket settings, unchecking this will bypass that process. When checked, an addiitonal option is available below. |
| Don't close ticket when pending closute | Checkbox | When checked, should a "close after x hours awaiting confirmation" behaviour be configured in the global ticket settings; tickets with this type will ignore that rule. |
| Article Creation | Single Select | This offers a few behaviours for the creation of a KB article upon closure of the ticket. This can either be; not at all, prompted, or automatic. |
| Override Email Start / End Tag | Free Text | The tags specified here will override the ticket-matching tags in the Email settings and, if found, will match the ID to a ticket of this type. These will also be applied on outgoing emails' subjects so that they can then be correctly matched on the way back in. |
| Apply defaults when Tickets are changed to this Ticket Type | Checkbox | When checked, upon changing an existing Ticket to this type, it's defaults (SLA, Team, Category etc..) will be applied. |
| All children must be closed before closure | Checkbox | When checked, a Ticket of this type cannot be closed until all of it's children have been closed. |
| Column Profile for Child Tickets | Single Select | Allows you to determine the column profile (columns of Ticket data) used on the children tab of this Ticket. |
| Default list type for child Tickets | Single Select | Allows you to determine how child Tickets are presented on the Child Tickets tab for this Ticket (table view, kanban, Gantt chart etc..) |
| Initial Ticket Details tab | Single Select | When viewing a Ticket, this field allows you to determine the tab that is initially presented, namely:
|
| Show Unborn Child Tickets on the Ticket Details Screen | Checkbox | (Primarily to be considered when applying Ticket Templates with child creation rules) – if a Ticket of this type has child Tickets which will be – but have not yet been – created, checking this option will show a separate tab with these child Tickets & the criteria to be satisfied for their creation. |
| Show the Automations tab on the Ticket Details Screen | Checkbox | When checked, an additional tab on Tickets with this type will appear for information regarding their Automations. |
| Display the Auditing Tab | Checkbox | When checked, an additional tab on Tickets with this type will appear for information regarding changes made to the ticket. |
| Log time in days instead of hours | Checkbox | When checked, the time values on tickets with this Ticket Type will be measured in days, as opposed to hours. |
| Use timeslots for start and target times | Checkbox | When checked, the option to use Timeslots for Start and Target times is enabled. These can be configured on a per-workday basis. |
| Enable Account Manager Emails | Checkbox | Assuming these are enabled in Tickets General Settings; when checked, this will cause this Ticket Type to follow the Account Manager Emails procedure. This is where, if there is an Account Manager set against the Client, then they will recieve email updates should a ticket be opened or closed for that Client. |
| Show new attachments on child tickets | Checkbox | When checked, if an attachment is added to the Parent ticket, these will be inherited by the Child too, should they have this Ticket Type. If not, only the attachments that were present at the time of the ticket's linking will be pulled through to the Child. |
| Allow Tickets of this type to be a child ticket. (Can override with an action) | Checkbox | When unchecked, this Ticket Type will not be able to be used as a Child Ticket. This can be overriden with an action. |
| Default PDF Template for Tickets | Single Select | The PDF template chosen here will be used as the default for printing Tickets to PDF. This can be overriden manually when printing the ticket. |
| Maximum priority escalation for restricted users (0 = no restriction) | Integer | Should a User be restricted to escalating tickets, then this is the number of levels up they can escalate at one time. When set to 0, there will be no limit. |
| Number of hours without response until Tickets of this Ticket Type are automatically fully closed | Integer | Tickets of this type that have not been responded to in the designated number of hours will be closed, bypassing any End-User Closure Confirmation procedures, should they exist. This will override the global ticket setting. |
| Use Assets to determine related Services | Checkbox | When checked, should an Asset be related to a service and attached to tickets with this type, those related services will be inherited by the Ticket. |
| Allow Service Status to be set from the Ticket details screen | Checkbox | When checked, the Service Status field on the Ticket Details screen will be interactive and allow the modification of the Status from that screen. |
| Display this type on the log time drop-down | Checkbox | When checked, this Ticket Type will be available on the log-time dropdown when logging time on tickets. |
| Allow Every User To Access Every Ticket With This Ticket Type | Single Select | This allows the choice between different User restrictions being placed on tickets of this Type. You can choose to either have no influence on the current permissions, to override the specific tickets being viewed by Users, but Users will need access to this Type. You can also choose to entirely override the current permissions so that any Users can see tickets of this Type. |
| Use this Ticket Type for Sprints | Checkbox | This will designate the Ticket Type to be used for Sprints. When another ticket is assigned to a Sprint, that ticket is linked to the Sprint ticket, and inherits it's target date. Enabling setting will add this type to those available when starting a Sprint. |
| Sprint Ticket Type | Single Select | This will not be available should the Ticket Type be marked as a Sprint ticket type. When available, this will allow the choice of which Sprint Type is used when starting a Sprint. |
| When Actions are added to a Parent Ticket by an Agent, also add to all Child Tickets: | Single Select | The selection made here dictates the circumstances in which Agent actions on Parent tickets are passed on to their Child tickets. |
| Parent Status after all Child Tickets are closed | Single Select | The Status chosen here will be the status that the Parent is set to once all associated Child tickets are closed. |
| Automatically change the Parent Status after all Child Tickets are closed | Checkbox | When checked, this offers an alternative to closing the parent once all children are closed, instead providing the option to choose a status for them to go to which is not closed. |
| Only add the note to the child? | Checkbox | When checked, should an action be made to the Parent, only the note will pass through to the Child. |
| Add updates from Users to Child Tickets | Checkbox | When checked, should a User update the Parent ticket, this update will pass through to the Child. |
| Show other open Tickets for the User | Checkbox | When checked, any other tickets that belong to the same End-User as tickets with this Ticket Type will be displayed on the Ticket view. |
| Show other open Tickets for the Site | Checkbox | When checked, any other tickets that belong to the same Site as tickets with this Ticket Type will be displayed on the Ticket view. |
| Show other open Tickets for the Client | Checkbox | When checked, any other tickets that belong to the same Customer as tickets with this Ticket Type will be displayed on the Ticket view. |
| Show other open Tickets for the associated Asset(s) | Checkbox | When checked, any other tickets that have the same associated Asset(s) as tickets with this Ticket Type will be displayed on the Ticket view. |
| Show User interactions | Checkbox | When checked, an additional section will be available to see recent User communications for the assigned End-User to tickets of this type. |
| Set ticket estimated time as the total scheduled appointment time | Checkbox | This will use the value for the estimated time set against tickets of this type as the total scheduled appointment time when scheduling appointments from the ticket. |
| Ticket link type for parent Tickets | Single Select | This provides a list of available Ticket Link Types that will be chosen as the default when linking tickets of this type to other tickets. |
| Show the Add Note action in the User portal | Checkbox | This will allow the User to add a note on tickets with this type, which will not alter the status of the ticket, but will still add information to both the User and Agent views of the ticket. |
| Show Child Tasks on the End-User Portal | Single Select | This dictates the extent to which Users can view child tasks related to their tickets of this type via the portal. This can either be none, those they have access to, or any at all. |
| Pin important Actions to top of Ticket history | Checkbox | When checked, Actions marked as important will be shown at the top of the ticket history when viewing tickets of this type. This is only applied to the Agent portal, it is not replicated on the End-User Portal. |
| Enable Asset relationship descendant warnings | Checkbox | When checked, when creating a ticket of this type, should an asset be added to that ticket, and that asset have a downstream relationship, a warning will appear informing you that other assets are dependant on this asset, incase you are planning to alter this asset in any way. |
| Auto delete Ticket data | Single Select | This allows you to choose if you would like to delete Ticket data automatically for tickets of this type, and if so, how. |
| Number of Days | Integer | When any options other than "None" are selected for "Auto-delete Ticket data", a number of days must be specified after which these actions will take place for tickets of this type. |
| Create a Ticket appointment automatically | Single Select | This allows the choice of creating Ticket appointments for the assigned Agent, should a start and end time be set against the ticket for tickets of this type. You can choose to create these once the ticket is approved, or to create them any time the criteria are met. |
| Default Appointment Type | Single Select | Should automatic ticket appointment creation be enabled for tickets of this type, this will need to be set to the appointment type you would like created on this occasion. |
| Show active statuses on the Child Kanban | Checkbox | When checked, this will show any statuses you have marked as active (enabled) in Child Kanban views for tickets of this type. If not, a whitelist must be specified. |
| Statuses to show on Child Kanban View | Multiple Select | This acts as the whitelist for statuses which you would like to show whenever a Child Kanban view is shown for tickets of this type. |
| Ticket Gantt View Hierarchy | Single Select | This allows the choice to show Grandchild tickets in the ticket Gantt view, as well as Child tickets for tickets of this type. |
| Status after user appointment booking (resource booking) | Single Select | Should a User book any resources via tickets of this type, the status of the ticket will be set to this selection automatically. |
|
Status after Agent creates appointment |
Single Select | Should an Agent create an appointment off the back of a ticket with this type, the status of the ticket will change to this selection automatically. |
| Default the ticket sidebar to collapse | Checkbox | When checked, for tickets of this type, when opening a ticket screen, the side-bar, i.e. Ticket Details and User information, along with any other details you show here, will require manually opening to be shown. |
| Enable Milestones | Checkbox | When checked, tickets of this type will be able to utilise the Milestone feature. These are usually used to split projects into related groups of tasks, and time on these can be tracked in groups. |
| Enable Milestone Billing | Checkbox | When checked, Milestones can be billed for seperately, for example; should a ticket (usually projects) have multiple sub-tasks that fall under a certain job, these can be grouped into a milestone, and billed for together. |
| Enable Forecasting | Checkbox | When enabled, a tab will appear in Timesheets and Tickets of this type that displays Forecasting information. Via the ticket, you can "book" time in for your Agents, based on a weekly basis. This can be used to foresee when Agent availability may be limited, and actions can be taken as a result. Time logged on any tickets with Forecasting active will show in this menu, and future time can be added by selecting the timeslot you would like to add it to. |
| Automatically add CC'd Users as Ticket followers | Checkbox | When checked, any CC'd Users in email communications will be added as Followers to tickets of this type. This will inform them via email of any updates to the ticket, whether the email was sent to them or not. |
| Default kanban view | Single Select | This dictates the style of Kanban view that will be shown by default when viewing tickets of this type. This can still be changed on an ad-hoc basis. |
| Show Satisfaction Level and General Comments fields on Surveys | Checkbox | When checked, any surveys launched from tickets of this type will include the additional fields of Satisfaction Level and General comments. |
| Forward Agent updates via Email to End-Users | Single Select | This allows tickets of this type to have a different behaviour to the global setting for forwarding Agent updates via email to End-Users. Choices include Yes, No, or to remain using the Gobal setting. |
| Status of Tickets before they are able to be invoiced | Single Select | This allows tickets of this type to have a different requirement for the ablity to invoice them. The requirement being the status of the ticket, choices include; all statuses, only closed statuses, or to use the Global setting. |
| Show tab for Assets related to child Tickets | Checkbox | When checked, tickets of this type will have an additional tab for detailing which Assets are related to that ticket's children. |
Defaults
| Field | Type | Description |
| Initial Status | Single Select | Determines the status Tickets of this type will have immediately after being logged. |
| Start a Workflow | Single Select | Determines the Workflow to apply to this Ticket immediately after it is logged. |
| Start an Approval Process | Single Select | Determine the Approval Process to trigger at the point of this Ticket being logged. |
| Team | Single Select | Determines the Team this Ticket should be assigned to upon being logged. |
| Agent | Single Select | Determines the Agent to assign this Ticket to upon it being logged. |
| Set Team to the Agents default | Checkbox | (If the above field 'Agent' is set to 'Agent Logging/Doing') – when checked, the Team this Ticket is assigned to is the default Team set within an Agent's details. |
| Service Level Agreement | Single Select | Determined the SLA to apply to this Ticket upon it being logged. |
| Priority Number | Single Select | Determines the Priority to set this Ticket to upon it being logged
NB: The priority selected must be set in the SLA that is being applied. |
| Exclude from SLA | Checkbox | When checked, SLA functionality is not considered for Tickets of this type. |
| Category | Single Select | The value chosen here will be used to define the default Category of tickets of this type. (Often Renamed) |
| Category 2 | Single Select | The value chosen here will be used to define the default Category 2 of tickets of this type. (Often Renamed) |
| Category 3 | Single Select | The value chosen here will be used to define the default Category 4 of tickets of this type. (Often Renamed) |
| Category 4 | Single Select | The value chosen here will be used to define the default Category 4 of tickets of this type. (Often Renamed) |
| Default Product | Single Select | The product chosen here will be related to any tickets created of this type by default. |
| Default Summary | Free Text | The text entered here will populate the default Summary field of any tickets logged of this type, but this can be changed whenever. |
| Default Details | Free Text | The text entered here will populate the default Details field of any tickets logged of this type, but this can be changed whenever. |
| Article | Single Select | The article selected here will be referenced by any tickets logged with this type by default, but can be changed. |
| From Address | Single Select | This provides a list of any Mailboxes with outgoing settings configured, which can be chosen from to set a default for any emails originating from tickets of this type. This can be edited upon sending emails. |
| Send Acknowledgement | Single Select | The selection here will override the Customer level settings, and will dictate whether tickets of this type send ticket acknowledgement emails. |
| Acknowledgement Email Template | Single Select | This will be the email template used for sending acknowledgement emails, should they be enabled. |
| Send Remote Session Invitation | Single Select | When chekced, this will send a remote session invitation via any integration set up to do so, such as Beyond Trust, which will (once accepted) allow you to remote on to someone's machine. |
| Send Action Emails | Single Select | When checked, any actions on that ticket type will send emails by default. This can be disabled on a per-action basis when performing them. |
| Show to End User | Checkbox | When enabled, tickets of this type will not be visible via the End-User portal, however the client will still be able to update it via email. |
| Ensure Ticket is hidden from the Self Service Portal even if created from there | Checkbox | When enabled, should tickets of this type be logged via the Self-Service portal, they will not be visible there once logged, even if they were logged via the portal itself. |
| Forward incoming updates to all recipients | Checkbox | When enabled, any updates to tickets of this type will be forwarded to any addresses in the Email Recipients list, whether they are cc'ed or not. |
| Default Estimate Value | Time Field (hh:mm) | The time entered here will be set as an estimate for any tickets logged of this type, these are used for time-tracking, usually on projects. |
| Automatically apply the following template when a Ticket is logged as or changed to this Ticket Type | Single Select | The template selected here will be applied to any tickets logged as this ticket type via any means other than email. This will also be applied if a ticket is changed to this type post-creation. |
| Default Project Appointment Body | Single Select | The selection here will populate the body of any Project Appointments created from tickets of this type. These can be set up as custom email templates. |
| Default Appointment Summary | Free Text | The text entered here will populate the default Appointment Summary field of any appointments booked from tickets of this type, but this can be changed upon logging. |
| Default Appointment Body | Rich Text | The text entered here will populate the default Appointment Body field of any appointments booked from tickets of this type, but this can be changed upon logging. |
| Related Services | Multiple Select | The services selected here will be added as related services to any tickets that are logged as this type. |
| Default for Update Service Status field | Checkbox | The yes or no dictated by this being checked or not will be the default for the "Update Service Status" field for any tickets logged of this type. |
| Default Service Status Note | Rich Text | If using tickets to control monitored services, the content here will be used to populate a default for the Status Notes. |
| Default for Ticket is billable field | Checkbox | The yes or no dictated by this being checked or not will be the default for the "Ticket is billable" field for any tickets logged of this type. |
| Default Target Date | Integer | The number here will be how many days after the ticket is logged that the "Target Date" field will be set to, for any tickets logged of this type. Set to -1 to disable this functionality. |
| Default Attendees to End-User of Ticket | Single Select | Should an appointment be raised from tickets of this type, this will set the default for the Attendees list, available from the related users to that ticket. |
| Is Sensitive | Checkbox | When checked, tickets of this type will only be visible to the End-User (and Agents), even if others at that Client / Site have access to see their tickets. |
| Default Justification | Free Text | The text entered here will be used to populate the default Justifcation field on tickets logged of this type. |
| Default Impact | Single Select | The choice of Impact here will be set as a default for the Impact field for any tickets logged of this type, and will then be used to calculate ticket priority. |
| Default Impact Description | Free Text | The text entered here will be used to populate the default Impact Description field on tickets logged of this type. |
| Default Risk Level | Single Select | The choice of Risk level here will be set as a default Risk level for tickets logged of this type. |
| Default Risk Level Description | Free Text | The text entered here will be used to populate the default Risk Level Description field on tickets logged of this type. |
| Default Test Plan | Rich Text | The text entered here will be used to populate the default Test Plan field on tickets logged of this type. |
| Default Backout Plan | Free Text | The text entered here will be used to populate the default Backout Plan field on tickets logged of this type. |
| Default Communication Plan | Free Text | The text entered here will be used to populate the default Communication Plan field on tickets logged of this type. |
Bookings
| Field | Type | Description |
| Default Asset Booking Resource Type | Single Select | The default Asset Booking Resource Type chosen here will be applied to any asset booking activities originating from tickets of this type. This can be changed on creation. |
| Agent Resource Booking Type | Single Select | The selection made here will dictate whether Agent Booking (from tickets of this type) chooses between individual Agents or a load balanced decicion over a selected Team. |
| Allow Users to book appointments from Tickets | Checkbox | When checked, this will enable Users to book appointments with Agents via their tickets of this type on the Self-Service Portal |
| Default Agent Booking Resource Type | Single Select | The selection made here will be the Team(s) from which a User can book Agent Appointments with on tickets with this type. Choices allow a specific Team choice, the allocated Team to that ticket, or any of the "Allowed" Teams, listed below. |
| Agent booking type/duration | Single Select | The selections here are configured in the Resource Booking > Agent Resource Booking section of the configuration. The selected option will determine the type and duration of the appointment. |
| Allowed Resource Booking Teams | List | This list will be used to determine which Teams are included in the load balancing calculations for selecting the Agent for the appointment, should the *Select from allowed Teams* option be selected before. |
Field List
Fields added to this list will be available on this Ticket Type. Groups of fields can be added too. Field options below:
| Field | Type | Description |
| End User Ticket Screen Visibility | Single Select | This determines whether this field can be seen/edited on tickets of this type the Self Service Portal. |
| End User Ticket Details Screen Visibility | Single Select | This determines whether this field can be seen on the Ticket Details section on tickets of this type in the Self Service Portal. |
| Agent New Ticket Screen Visibility | Single Select | This determines whether this field can be seen/edited when an Agent creates a ticket of this type. |
| Agent Ticket Details Screen Visibility | Single Select | This determines whether this field can be seen by Agents on the Ticket Details section of tickets with this type, and where it can be found. |
| Agent Ticket Details Modify Access | Single Select | This determines which Agents are able to modify the field straight from the Ticket Details screen on tickets with this type. |
| Agent Ticket Details Read Access | Single Select | This determines which Agents are able to see the field on the Ticket Details screen on tickets with this type. |
| Dynamic Field Visibility | List | Here, other fields can be added as requirements for this field to appear on tickets with this type. Conditions surround the field in question's value, and include "Not Empty", "Empty", or "Equals". Only one of these requirements needs to be met for the field to be made visible. |
| Chat input message | Free Text | When logging tickets of this type via the Chat Bot, this message will be used to prompt the entry of this field, and will override the default which is just the field name. |
Allowed Values
| Field | Type | Description |
| Allow All Actions | Checkbox | When checked, all actions will be allowed on this ticket type, if not, a list will appear for adding those you would like to allow. |
| Allow All Values (Status) | Checkbox | When checked, all Statuses will be allowed on this ticket type, if not, a list will appear for adding those you would like to allow. |
| Allow All Values (Category) | Checkbox | When checked, all Category values will be allowed on this ticket type, if not, a list will appear for adding those you would like to allow. |
| Allow All Values (Resolution Code) | Checkbox | When checked, all Resolution Code values will be allowed on this ticket type, if not, a list will appear for adding those you would like to allow. |
| Allow All Values (Category 3) | Checkbox | When checked, all Category 3 values will be allowed on this ticket type, if not, a list will appear for adding those you would like to allow. |
| Allow All Values (Category 4) | Checkbox | When checked, all Category 4 values will be allowed on this ticket type, if not, a list will appear for adding those you would like to allow. |
| Customers | List | This is a list of Customers that will have access to tickets of this type. |
| Allow all appointment types | Checkbox | When checked, all appointment types will be allowed on this ticket type, if not, a list will appear for adding those you would like to allow. |
| Allow All Values (Teams) | Checkbox | When checked, all Teams will be allowed to use this ticket type, if not, a list will appear for adding those you would like to allow. |
| Allow all Custom Tabs | Checkbox | When checked, all Custom Tabs will be allowed on this ticket type, if not, a list will appear for adding those you would like to allow. |
Layout
Should the "Custom" tab layout be selected, a list of available tabs will be made available. On each of these you can decide to either show or hide them. Should the choice be made to hide the tab, it will be marked with "Hide" for clarity.
