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All about ticket fields

Learn about ticket fields and how they can help you gather and store critical information.

Manish Balaji avatar
Written by Manish Balaji
Updated this week

Everything you need to know about ticket fields in SuperOps.ai.

SuperOps.ai lets you capture various types of information as part of ticket properties. You can create custom fields to suit your business needs.

In this article, we will cover

What are default ticket fields?

SuperOps.ai has eight default ticket fields that are crucial for running your Service desk (SD) efficiently.

  • Category and Sub-category - Helps you categorize tickets into various types

  • Cause and Sub-cause - Captures the cause of the issue

  • Impact, Urgency, and Priority - Helps you prioritize based on impact and urgency

  • Resolution code - Captures conclusions on resolutions provided for the issue

  • Ticket status - Indicates the stages of a ticket lifecycle

  • Ticket type - Captures whether the ticket is of incident or service request

  1. To work with these ticket fields, go to Settings > Advanced Configuration > Managed Fields.

2. Choose Tickets, and you will see two sections called Ticket default fields and Custom fields.

3. From the default ticket fields, you can do the following:

  • Create, edit or delete categories and sub-categories by clicking on Category.

  • Create, edit or delete cause and sub-cause by clicking on Cause.

  • Create, edit or delete statuses by clicking on Status.

  • Change the priority colour codes and their names according to your needs by clicking on Priority.

You can also make these fields to be mandatory on creation or while closing. More on that below.

What are custom fields?

In addition to default ticket fields, you can also define custom ticket fields. By adding custom fields, you can obtain all the necessary information to work on your tickets.

What are mandatory ticket fields?

Mandatory ticket fields will help your technicians capture specific, valuable information at the time of ticket creation and when resolving or closing a ticket. Making specific fields mandatory will allow you to consistently keep track of information across your ticket forms.

Any ticket template made with the mandatory fields will be available for all tickets created with that template. When you make a ticket field mandatory at the time of creation, it means that you cannot complete creating a ticket without adding values to these mandatory fields.

Similarly, when you make a field mandatory at the time of closing, the technician has to include values in those mandatory fields so that it can be closed manually.


Note:

  1. Only tickets created using ticket templates will be affected by this condition.

  2. Defining ticket categories and subcategories ensures that you put your best people to solve an issue. It also gives you the ability to identify the types of issues that come to your helpdesk. For fields within categories and causes like sub-categories and sub-causes, the mandatory conditions will have no effect.

  3. Mandatory ticket fields are not available for the following default ticket fields:

    1. Resolution code - You cannot make this mandatory at the time of ticket creation because you wouldn't know how you will be fixing it just yet.

    2. Status - Mandatory fields are not available here because these fields are mandatory by default.

    3. Ticket type - Mandatory fields are not available here because these fields are mandatory by default.


How to add custom ticket fields?

To create custom fields,

  1. Click Create in the top right corner.

2. Select what will be the type/format of your custom field.

3. Name your custom field and choose the desired field type. If you selected a list box or drop-down field type, provide the choices' text.

4. You can add URL field type as a custom field for clients. This field allows you to store and access links to relevant documentation quickly, improving your efficiency and reducing search time.
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πŸ“ Note: Only single-select custom field types will be available in list views. Multi-select dropdowns or checkboxes will not be supported in the ticket list view.


4. To show this custom field to your client, enable the toggle. You can also make the custom field mandatory during ticket creation or closure, just like the default ticket field.

5. While creating the custom fields, you can preview how they will look in a ticket form.

6. You can also enable client visibility here so that clients or requesters can view it from their portal.

Who can configure ticket fields?

  • Any member of your team who has all the permissions for the ticket fields like - add, edit, delete and view - can set mandatory ticket fields.

  • If you want to give this power to someone, just go to Settings > Roles and Groups > Technician Roles. Under Ticketing settings, you can grant them permission for all the above actions.

How do mandatory fields work?

  • To complete the creation of a ticket by clicking on Save, you must fill in all the mandatory fields. If you have not completed all mandatory fields, an error message will appear and you will be unable to save the ticket.

  • If you attempt to close a ticket without filling in the mandatory fields, a pop-up will appear to remind you to complete them.

  • In the event that you are closing multiple tickets at once by clicking on the Resolve button, you will still see this pop-up. However, we have made it easier for you to duplicate your values across all of these closing tickets in this pop-up.

  • Click on Duplicate values and all the details from the first ticket will be copied down to the rest of the closing tickets.

  • If there are any other pre-existing values in these fields, clicking the Duplicate values button will overwrite these values.

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