Features and field settings
Turn the SLA and skills features on or off, and make four ticket fields hidden, optional, read-only or required.
Required permission: Company administrator (app configuration)
Before you begin
You need to be a company administrator. Changes to application settings follow your company's propose-and-approve flow: one administrator proposes, another approves, and the previous revision can be restored.
Features
- Open Applications > Helpdesk > Features.
- Switch the feature on or off.
- Propose the change and have it approved.
| Feature | When off |
|---|---|
| Tickets, teams and queues | Always on. |
| SLAs and escalation | SLA and escalation chain changes through the SLA and escalation routes are refused. The SLA Risk and Escalated queues are hidden. Run SLA check is refused: 'SLAs and escalation is disabled for this company.' Records stay readable. |
| Skills and workload routing | Saving person skills is refused: 'Skills and workload routing is disabled for this company.' The Skills menu is hidden. The workload table on the dashboard stays. |
Note:
With SLAs and escalation off, the SLA Policies and Escalation Chains menus stay visible, the Escalate button still works, and SLA policies can still be edited. Plan to leave the feature on unless you do not use SLAs at all.
Field settings
- Open Applications > Helpdesk > Fields.
- For each field choose the mode and propose the change.
| Field | Modes |
|---|---|
| Ticket reference no. | Hidden, Optional, Read-only, Required |
| Requester department | Hidden, Optional, Required |
| Ticket location | Hidden, Optional, Required |
| Serial number | Hidden, Optional, Read-only, Required |
All start as Optional.
What happens next
- Required: the field is marked and a ticket saved without it is refused, for example 'Requester department is required by this company.' or 'Serial number is required by this company.'
- Hidden: new tickets do not show the field. An old ticket that has a value shows it locked. Sending a value is refused: 'Ticket location is turned off for this company.'
- Read-only: the value can be typed when the ticket is created and is locked after saving: 'Serial number cannot be changed in this company.'
Good to know
- Field settings apply to tickets raised and edited from the form.
- Applying a mode never deletes stored values.
- Other ticket fields cannot be hidden or made required.