Frequently Asked Questions

Set the Layout of a Ticket Page

When creating a ticket project, the layout of the ticket page can be modified to suit the needs of the project.
  • Expand Administration and click Ticketing.
  • From the Select a Project drop down, click the ticket project for which to set the ticket page layout.
  • Click the Ticket Fields tab.
  • All ticket projects have a default panel populated with fields. These fields cannot be deleted from the panel but their names can be modified and they can be deactivated.
  • To modify the title of field on a ticket page, click its name.
  • Modify the title in the Title field. 
  • To remove it from the ticket page view, make sure Active is deselected.
  • To save the changes, click Save.
  • The fields Type, Status, Priority, and Category are drop down fields. Their drop down values need to be preset. Click on each title of these fields to set the drop down values.
    • Select the Values tab.
    • In the Option Name field, enter a name for the option of the drop down value.
    • To make this the default option from the drop down, select the Default Option check box.
    • Optionally chose how to sort the options by choosing a sort option from the Sort By drop down.
    • Click the + sign to add it.
    • Select the Active checkbox to make the value active and visible.
    • Repeat these steps as necessary to add all drop down values.
    • To delete any of the added values, click its Delete button.
    • To reorder the values, drag and drop each one to its desired location.
    • Click Save to save and continue.
    • Click the X to close the box.
  • Click on Default Panel to edit its properties.
    • To change its title, overwrite the Title field.
    • Optionally enter a description in the Description field.
    • By default no roles are selected which means no users who can create and view tickets for this project can see the default panel. Click the Roles drop down to select the ones that view this panel.
    • The Active checkbox is selected by default. To remove the default panel from ticket page view, deselect the checkbox.
    • Select the Is Collapsed checkbox to make the default panel collapsible on the ticket page.
    • Click Save to save the layout changes.
    • Click X to close this dialog box and continue the customization.
  • Additional fields can be added to the Default Panel. To do so, click the appropriate button in the toolbar.
  • Click Text Box to add a text box field.
    • In the Name field, enter a name for the field.
    • Optionally enter a Description for the field.
    • From the Field Type drop down, select the type of text box field being added.
    • From the Roles drop down, select the user roles that can view and edit this field.
    • If this field is a required field on the ticket page, select the Required checkbox.
    • The Active checkbox is already selected making this field visible on the ticket page.
    • If the field is to be encrypted, select the Is Encrypted checkbox.
    • Click Save to save the layout changes and close the prompt.
  • Click Text Area to add a text area field to the ticket page layout. Follow the above steps except step 3.
  • Click Drop Down List to a drop down field to the ticket page layout. Fill out the required fields like the above steps and click Save. Follow the sub-steps in step 9 above to fill out the required information in the Values tab.
  • Click Date Picker to add a date picker field to the ticket layout. Make the appropriate selections and enter the appropriate information into the fields.
  • Click Category List to add a category list field to the ticket layout. Make the appropriate selection and enter the appropriate information then click Save.
    • Click the Settings tab.
    • From the Category Type drop down, select the category to add to the ticket layout.
    • From the Start Level drop down, select the level at which to start the display of information within the selected category.
    • From the Depth Level drop down, select how deep to go into the selection of the category list.
    • Click Save when finished and close the box.
  • Click HTML Display to add an HTML field to the ticket layout. Enter the necessary information and click Save.
    • Click the Editor tab
    • Enter the necessary information in the provided editor.
    • Click Save when finished and close the box.
  • To add another panel to the ticket layout, click the Add New Field/Panel drop down and select Panel.
    • Enter the necessary information in the provided fields and click Save.
    • Add custom fields to the panel as needed.
  • Custom fields and panels added to the ticket layout can all be deleted by clicking the Delete (Trash Can) button.