Ticket Settings

Ticket Settings allows user control over what fields are editable, hidden and required within their tickets. If the customer has a CMMS integration, they should match this configuration to that of their CMMS. Ticket Settings access is controlled by the CanManageTicketSettings permission in Access Management.

Navigate to Ticket Settings through Admin > Ticket Settings or location the gear icon on the top righthand corner of the tickets page.

On ticket settings, you're able to select whether each field is hidden, required or editable and, for select few, you may specify a default value. Complete this configuration on both the New Ticket and Update Ticket tabs to specify what should be available on ticket creation versus update.

On the Categories page, users may specify which categories should be enabled and within what scopes.

If the customer has a CMMS integration, users can view the status transition logic that has been installed based on their CMMS configuration. For example, if the ticket is currently in New, the user may only update the ticket status to Ready For Work, Work In Progress or Reassign.