Creating fields to track ticket sources

You can track how tickets are received into a workspace by configuring a field for an item or a shared field for a workspace. Values for Email, Phone and Web are included but you can also define custom values. The field data can be included in reports, searches, and escalation rules.

This type of field is not usually edited by customers. The following basic values are suggested but you can create your own:

Email

Transfer

Facebook

Twitter

Phone

Web

The following topics are provided:

To create a tracking field for a specific item

  1. Open the item where you want to add the field:
    1. Click the Administration tab.
    2. In the Workspaces section, click the workspace where you want to add the field, or click Manage to open the Workspace Administration page. Then double-click the workspace.
      The Workspace details page appears.
    3. In the left pane, click Record Definitions.
      The Items page appears. 
    4. Double-click the item that you want to modify.
      The Item details page appears.
  2. In the left pane, click Fields.
  3. Click AddAdd field.
  4. In the Name field, type the name of this field, for example, Submission Tracking.
  5. In the Field Type field, select Single select.
  6. Add the values for this field:
    1. In the Add Items field, enter the values that represent the likely sources for the tickets in this workspace.
    2. Click Add Item(s).
  7. (Optional) In the Default Value field, select the source value that is likely to be most common.
  8. Fill in the other fields as needed, using the instructions provided in Configuring fields.
  9. Click Save.
  10. Add the field to the appropriate forms, using the instructions provided in Configuring forms.
  11. Publish the workspace to implement your changes:

    1. In the breadcrumb trail, click the Workspace link.

    2. Click Save and Publish.

      A confirmation message appears.

    3. Click Yes.

      The Publication Succeeded message appears, showing the number of errors and warnings.

To create a shared tracking field for a workspace

For more information about shared fields, see Creating shared fields.

  1. Open the Workspace where you want to add the field:
    1. Click the Administration tab.
    2. In the Workspaces section, click the workspace where you want to add the field, or click Manage to open the Workspace Administration page. Then double-click the workspace.
      The Workspace details page appears.
  2. In the left pane, click Shared Fields.
  3. Click Add.
  4. Repeat steps 4-9 in To create a tracking field for a specific item.
  5. Click Save.
  6. In the left pane, click Items.
  7. Double-click the item where you want to add the field.
  8. In the left pane, click Fields.
  9. Click Add > Add shared field.
  10. Select the tracking field and click Save.
  11. In the left pane, click Forms.
  12. Add the field to the appropriate forms, using the instructions provided in Configuring forms.
  13. Click Save.
  14. Publish the workspace to implement your changes:

    1. In the breadcrumb trail, click the Workspace link.

    2. Click Save and Publish.
      A confirmation message appears.

    3. Click Yes.
      The Publication Succeeded message appears, showing the number of errors and warnings.

Related topic

Configuring fields

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Comments

  1. Randall King

    Under related topics, it may be good to link to a page showing how to configure a business rule to set the field value automatically (when an issue comes in via email, for example).

    Feb 22, 2017 08:54