Helpdesk · Reference

Field reference

Every field on every Helpdesk form: label in English and Arabic, type, whether it is required, its limits, a valid example and what the system refuses.

On this page (34)

Ticket record > General Ticket record > Additional Information Ticket record > Resolution Ticket (API only - not on the form)Transfer team Escalate De-escalate Escalate to vendor Assign Add collaborating team Add task / Create work order Activities / Work Orders > Mark done Merge Link a record Log time Reply to requester Add internal note Reject transfer Return to previous team Teams > New / Edit Teams (API only - not on the form)Teams > Members Teams > Members (API only)SLA Policies > New / Edit Routing Rules > rule editor Routing Rules (API only)Escalation Chains > New / Edit Escalation Chains > Levels Helpdesk Types > New / Edit Categories > New / Edit Skills > New / Edit Skills (API only - no screen)Applications > Helpdesk > Features Applications > Helpdesk > Fields

Ticket record > General

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Ticket Number	رقم التذكرة	Read-only	Auto	HD- plus 6 digits (count of the company's tickets + 1, stepping past any number already taken); shows 'Assigned on save' on a new ticket	Assigned on save	HD-000001
Requester Type	نوع مقدم الطلب	Select	No	Customer / Employee / Internal	Customer	Employee	'partner' (API) -> 'Choose a requester type.'
Subject	الموضوع	Text	Yes	Max 240 (longer text is cut, not refused); spaces trimmed		Printer not working - 3rd floor Dubai office	Empty -> 'Say what the problem is.'
Requester	مقدم الطلب	Text	No	Max 160 (cut). Filled from the contact or user when one is linked through the API and this is empty		Test Customer LLC
Description	الوصف	Long text	No	Max 20,000 (cut)		Printer shows paper jam error E-04 after every page
Helpdesk Type	نوع الدعم	Select	No	Active types only; changing it clears Category and Subcategory		IT Support	An id of another company (API) -> 'Choose a helpdesk type.'
Department	القسم	Text	Per Fields setting	Max 120 (cut). Field setting helpdesk.ticket.department: hidden / optional / required		Finance	Setting Required, left empty -> 'Requester department is required by this company.'; setting Hidden, value sent -> 'Requester department is turned off for this company.'
Category	الفئة	Select	No	Top-level categories of the chosen type (or with no type); changing it clears Subcategory		Hardware Issue	Another company's category (API) -> 'Choose a category.'
Location	الموقع	Text	Per Fields setting	Max 120 (cut). Field setting helpdesk.ticket.location: hidden / optional / required		Dubai HQ - Floor 3	Setting Required, empty -> 'Ticket location is required by this company.'
Subcategory	الفئة الفرعية	Select	No	Only children of the chosen category		Printer	Subcategory of another category (API) -> 'That subcategory belongs to another category.'; unknown id -> 'Choose a subcategory.'
Assigned Team	الفريق المسؤول	Select (new ticket) / read-only	No	Only on a new ticket: active teams, blank = 'Routing decides'. Once saved it is read-only ('A different team is a transfer - use Transfer Team.')	Routing decides	IT Helpdesk team	A team of another company (API) -> 'Choose a team of this company.'
Priority	الأولوية	Select	No	Low / Normal / High / Critical. A typed priority beats a routing rule's; else rule's set priority, else the team's default priority	Normal	High	'urgent' (API) -> 'Choose a priority.'
Assigned To	مُسند إلى	Select (person)	No	Lists every company member, but must be an active member of the owning team; changing it on a saved ticket needs helpdesk.assign	Unassigned	An agent of the IT team	A person outside the team -> 'That person is not a member of the team.'
Severity	الخطورة	Select	No	S1 - Critical, S2 - High, S3 - Medium, S4 - Low	S3 - Medium	S2 - High	'S5' (API) -> 'Choose a severity.'
Status	الحالة	Select	Yes	13 statuses: New, Assigned, In Progress, Waiting Customer, Waiting Internal, Waiting Vendor, Pending Approval, Escalated, Transferred, Resolved, Closed, Cancelled, Reopened. Closed only from Resolved; Reopened only from Resolved/Closed; Resolve needs a resolution type and no open subtasks; only the owning side resolves, closes or cancels	New	In Progress	Closed from In Progress -> 'A ticket is resolved before it is closed.'; Resolve with no type -> 'Say how it was resolved before resolving it.'; Resolve with open subtask -> '1 subtask(s) are still open. Finish or cancel them first.'; In Progress from Closed -> 'Reopen the ticket first.'; Reopen an open ticket -> 'Only a resolved or closed ticket can be reopened.'; unknown -> 'Choose a status.'
Source	المصدر	Select	No	Customer Portal, Email, Phone, Walk-in, Chat, Internal, Employee Portal (a label only - no intake channel is wired)	Internal	Phone	'fax' (API) -> 'Choose a source.'
Due Date	تاريخ الاستحقاق	Read-only	Auto	The SLA resolution due time, dd/mm/yyyy hh:mm		(shown after save)
SLA Policy	اتفاقية الخدمة	Select	No	Active policies; blank = 'From the team' (routing rule SLA, else team default SLA). Changing it on a saved ticket recalculates both dues from the creation time	From the team	Priority (8x5)	Another company's policy (API) -> 'Choose an SLA policy.'
(hidden) Revision		Number	Auto	Sent with every save; a stale one is refused			Save in two tabs -> 'This ticket changed since you opened it. Refresh before saving.'

Ticket record > Additional Information

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Related Asset	الأصل المرتبط	Text	No	Max 160 (cut)		HP LaserJet Pro 400
Requester Email	بريد مقدم الطلب	Text	No	Max 160 (cut); NOT checked as an email address		test.customer@example.com	'abc' is accepted today
Serial Number	الرقم التسلسلي	Text	Per Fields setting	Max 80 (cut); searchable. Field setting helpdesk.ticket.serial_number: hidden / optional / required / read-only		SN-TEST-0001	Setting Read-only, changed on a saved ticket -> 'Serial number cannot be changed in this company.'
Requester Phone	هاتف مقدم الطلب	Text	No	Max 40 (cut); no format check		+971501234567
Warranty Until	الضمان حتى	Date	No	Date picker; stored as a date		31/12/2027	'2026-13-40' (API) -> 'Use a valid YYYY-MM-DD date.'
Tags	الوسوم	Text (comma separated)	No	Split on commas; each tag max 40, at most 20 tags; routing rule tags are added		Printer, Office	A text instead of a list (API) -> 'Tags are a list.'
Impact	الأثر	Select	No	Low / Medium / High	Medium	High	'huge' (API) -> 'Choose a impact.'
Reference No.	الرقم المرجعي	Text	Per Fields setting	Max 80 (cut); searchable. Field setting helpdesk.ticket.reference_no: hidden / optional / required / read-only		CUST-REF-1001	Setting Required, empty -> 'Ticket reference no. is required by this company.'

Ticket record > Resolution

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Resolution Type	نوع الحل	Select	To resolve	Fixed, Workaround, Replaced, No fault found, Duplicate, User error (server keeps any text up to 30). Editable after resolve	Not set	Fixed	Resolve with Not set -> 'Say how it was resolved before resolving it.'
Resolution Note	ملاحظة الحل	Long text	No	Max 20,000 (cut); editable on a resolved ticket		Replaced the fuser unit; test page OK

Ticket (API only - not on the form)

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Contact / VIP / Branch / Product / Language / Parent / Major incident		Ids / flag / text	No	requester_partner_id must be a contact of this company; language max 5; branch and product ids are NOT checked; parent must be a ticket of this company			Another company's contact -> 'Choose a contact of this company.'

Transfer team

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Target team	الفريق المستلم	Select	Yes	Active teams except the current one		Field Service team	Empty (API) -> 'Choose the team to transfer to.'; inactive -> 'That team is not active.'; same team -> 'The ticket is already with that team. To change the agent, assign it.'
Target agent (optional)	الموظف المستلم (اختياري)	Select	No	Lists all people; must be a member of the target team; blank = the team's assignment method decides	The team decides		A non-member -> 'That person is not a member of the target team.'
Reason	السبب	Select	Yes	Wrong team, Specialist required, Product expertise, Field visit required, Billing issue, Warranty issue, Management request, Geographic responsibility, After-hours coverage, Other		Field visit required	Empty (API) -> 'Choose why it is being transferred.'
Notes	ملاحظات	Long text	No	Max 500 (cut)		Needs on-site visit in Al Quoz
SLA treatment	معالجة اتفاقية الخدمة	Select	No	Keep the original SLA / Reset the resolution SLA / Recalculate by the target team's SLA / Pause until accepted	Keep the original SLA	Pause until accepted	'X' (API) -> 'Choose how the SLA is treated.'
Keep collaborating teams	الإبقاء على الفرق المتعاونة	Switch	No	Off: every collaborating team is removed when the transfer completes	On	On

Escalate

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Escalation type	نوع التصعيد	Select	No	SLA risk, High severity, Special expertise, Management attention, Customer escalation, Repeated reopen, VIP customer, High financial impact (Vendor not offered)	Special expertise	High severity	'other' (API) -> 'Choose the kind of escalation.'
Escalation level	مستوى التصعيد	Select	No	Blank = next rung of the chain (or one level up); only levels above the current one; MANAGER and EXECUTIVE need helpdesk.escalate.manager	Next in the chain	L2	Same level (API) -> 'The ticket is already at L2; escalation moves it up, not sideways.'; VENDOR (API) -> 'A vendor escalation records the vendor and its SLA - use Escalate to vendor.'; MANAGER without right -> 'You do not have permission for this action.'
Target team	الفريق المستهدف	Select	For collaborate / transfer below MANAGER	Blank = from the chain	From the chain		Collaborate at L2 with no team and no chain -> 'Choose the team this goes to.'
Target manager	المدير المستهدف	Select (person)	No	Blank = from the chain	From the chain
Collaborate or transfer	تعاون أو تحويل	Select	No	As the chain says / Collaborate / Transfer / Notify only. MANAGER/EXECUTIVE with no team becomes Notify	As the chain says	Collaborate	'move' (API) -> 'Choose whether the target collaborates, takes over, or is told.'
Priority change	تغيير الأولوية	Select	No	Keep / low / normal / high / critical (codes shown untranslated)	Keep	critical	'urgent' (API) -> 'Choose a priority.'
Reason	السبب	Long text	Yes	Max 500 (cut)		Customer is VIP, outage since 09:00	Empty (API) -> 'Say why it is being escalated.'

De-escalate

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Down to	إلى المستوى	Select	No	Levels below the current one	One level down	L1	Same or higher (API) -> 'De-escalation moves the ticket down a level.'; at L1 -> 'The ticket is already at L1.'
Reason	السبب	Long text	Yes	Required			Empty (API) -> 'Say why it is being de-escalated.'

Escalate to vendor

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Vendor	المورّد	Text	Yes	Max 160 (cut); or vendor_partner_id via API (contact of this company)		Test Vendor Trading LLC	Empty (API) -> 'Say which vendor it is going to.'; another company's contact -> 'Choose a vendor of this company.'
Vendor reference	مرجع المورّد	Text	No	Max 80 (cut)		VND-CASE-778
Vendor SLA (hours)	اتفاقية المورّد (ساعات)	Number	No	> 0; vendor due = now + hours counted 24x7	48	24	0 or 'abc' -> 'The vendor SLA is a number of hours.'
What they are asked to do	المطلوب منه	Long text	No	Max 500 (cut); default = vendor name		Replace faulty controller under warranty

Assign

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Agent	الموظف	Select (person)	Yes	Must be a member of the owning team		Second IT agent	Non-member -> 'That person is not a member of the team.'; another team_id (API) -> 'Moving a ticket to another team is a transfer, so it can be accepted and logged as one. Use Transfer team.'
Note	ملاحظة	Text	No	Written to the hand-off log (max 500)		Covering for leave

Add collaborating team

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Team	الفريق	Select	Yes	Active teams except the owner; all six rights given (view, comment, internal note, create subtask, update technical, resolve subtask)		Warranty team	Owning team (API) -> 'That team owns the ticket already.'

Add task / Create work order

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
What needs doing	المطلوب	Text	Yes	Max 240 (cut)		Check spare toner stock	Empty (API) -> 'Say what the subtask is.'
Team	الفريق	Select	No	Blank = this team; another team joins the ticket as a collaborator	This team	Field Service team
Assigned to	مُسند إلى	Select (person)	No	With a team chosen: must be a member of it	Nobody yet		Non-member -> 'That person is not in the team.'
Due	الاستحقاق	Date	No	Any date (past accepted)		Tomorrow	'31/02/2026' (API) -> 'Use a valid YYYY-MM-DD date.'
Details	التفاصيل	Long text	No	Max 5,000 (cut)

Activities / Work Orders > Mark done

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Outcome	النتيجة	Text (browser prompt)	Yes	Max 500 (cut); empty prompt does nothing		Toner available - 4 units	Done with no outcome (API) -> 'Say what the outcome was.'; status 'x' -> 'Choose a subtask status.'

Merge

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Ticket number to keep	رقم التذكرة المُبقاة	Text	Yes	Upper-cased; looked up exactly by number among unmerged tickets		HD-000002	Unknown number -> 'No ticket has that number.'; own number -> 'A ticket is not merged into itself.'; closed target -> 'Merge into a ticket that is still open.'

Link a record

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Kind	النوع	Select	Yes	Asset, Product, Purchase order, Sales order, Invoice, Service contract, Project	Asset	Sales order	'lead' (API) -> 'Choose what kind of record it is.'
Reference	المرجع	Text	Yes	Free text, max 160 (cut); NOT checked against real records		SO-000123	Empty (API) -> 'Say which record it is.'

Log time

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Minutes	الدقائق	Number	Yes	1 to 1,440		45	0 or 2000 -> 'Log between one minute and a day.'
Day	اليوم	Date	No	Blank = today in the company's time zone (Dubai); future dates accepted	Company today	Today	'2026-02-30' (API) -> 'Use a valid YYYY-MM-DD date.'
Cost	التكلفة	Number	No	Any number; shown with 2 decimals, no currency	0	150.00	'abc' (API) -> 'The cost is a number.'
Billable	قابل للفوترة	Switch	No		Off	On
Note	ملاحظة	Text	No	Max 300 (cut)		Remote session

Reply to requester

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Message	الرسالة	Long text	Yes	Max 20,000 (cut). The first reply sets First responded; New/Assigned moves to In Progress; @mentions notify		We are looking into it.	Empty -> 'Write the reply.'

Add internal note

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Note	الملاحظة	Long text	Yes	Max 20,000 (cut); @username, @TEAMCODE, @manager notify		@manager please approve the part	Empty -> 'Write the note.'
Who can read it	من يمكنه قراءتها	Select	No	All internal teams / Owning team only / Selected team / Managers only	All internal teams	Owning team only	'public' (API) -> 'Choose who can read the note.'
Selected team	الفريق المحدد	Select	For 'Selected team'	Only used with 'Selected team'			Selected team with none chosen -> 'Choose the team that can read the note.'

Reject transfer

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Why	السبب	Long text	Yes	Max 500 (cut)		Not our product line	Empty (API) -> 'Say why the transfer is rejected.'

Return to previous team

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
What was done	ما تم إنجازه	Long text	Yes	Written to the hand-off log		Site visit done, part replaced	Empty (API) -> 'Say what was done before returning it.'

Teams > New / Edit

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Code	الرمز	Text	Yes	Upper-cased, spaces become _, cut at 40 - but the column holds 30; unique per company		IT_L1	Empty on New -> 'This is required.'; emptied on Edit -> 'Give it a code.'; duplicate -> 'That code is used already.'
Team name	اسم الفريق	Text	Yes	Max 120 (cut)		IT Helpdesk Dubai	Empty on New -> 'This is required.'
Team type	نوع الفريق	Select	No	16 types: Customer Service, Technical Support L1/L2/L3, Product Support, Warranty, Sales Support, IT, HR, Finance, Facilities, Fleet, Project, Field Service, Vendor Support, Management Escalation	Customer Service	IT Helpdesk	'x' (API) -> 'Choose one of the options.'
Manager	المدير	Select (person)	No	A member of this company; is on the owning side, decides manager transfers, gets SLA and escalation alerts		Helpdesk manager test user	A user of another company (API) -> 'Choose a member of this company.'
Deputy manager	نائب المدير	Select (person)	No	As Manager			A user of another company (API) -> 'Choose a member of this company.'
Default SLA	الاتفاقية الافتراضية	Select	No	Used when no routing rule sets an SLA; used by 'Recalculate by the target team's SLA'		Standard (8x5)	Another company's policy (API) -> 'Choose one of this company's records.'
Default priority	الأولوية الافتراضية	Select	No	low / normal / high / critical (shown as codes); applies when nobody typed a priority and no rule set one	normal	high
Assignment method	طريقة الإسناد	Select	No	Manual (nobody), Round robin, Least loaded, Skill based; observers and members outside effective dates are never picked	Least loaded	Round robin
Transfers into this team	التحويلات إلى هذا الفريق	Select	No	Accepted automatically / A team member accepts / The manager approves	Accepted automatically	The manager approves
Default escalation team	فريق التصعيد الافتراضي	Select	No	Other teams; saved but NOT used by escalation today			Itself (API) -> 'A team does not point at itself.'
Backup team	الفريق الاحتياطي	Select	No	Saved but not used (backup routing not built)			Itself (API) -> 'A team does not point at itself.'
After-hours team	فريق ما بعد الدوام	Select	No	Saved but not used (after-hours routing not built)			Itself (API) -> 'A team does not point at itself.'
Active	نشط	Switch	No	Inactive teams are not offered on new tickets, transfer and collaborator lists; a transfer into one is refused	On

Teams (API only - not on the form)

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Arabic name / Branch / Scope		Text / JSON	No	arabic_name max 120, branch_id max 32 (not checked), scope must be an object (saved, not enforced)			Scope as a list -> 'This is a set of conditions.'

Teams > Members

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Person	الشخص	Select (person)	Yes	A member of this company; adding an existing person updates their role		Test agent 1	Another company's user (API) -> 'Choose a member of this company.'; none -> 'Choose the person.'
Role	الدور	Select	No	agent, senior agent, team leader, manager, specialist, observer (codes shown untranslated); team leader and manager get alerts and accept manager transfers; observers are never assigned	agent	team_leader	'boss' (API) -> 'Choose a role.'

Teams > Members (API only)

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Skill level / Effective from / Effective to / Active		Number / dates / flag	No	Not on the screen. Dates YYYY-MM-DD, end on or after start; skill level saved but not used by routing			To before From -> 'Membership ends before it starts.'; bad date -> 'Use a valid YYYY-MM-DD date.'; skill_level 'abc' -> server error 500

SLA Policies > New / Edit

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Code	الرمز	Text	Yes	As team code (column 30)		GOLD	Duplicate -> 'That code is used already.'
Name	الاسم	Text	Yes	Max 120		Gold (8x5)	Empty on New -> 'This is required.'
First response (hours)	الاستجابة الأولى (ساعات)	Number	Yes	> 0, decimals allowed; NOT checked against Resolution	4	2	0, -1 or 'abc' -> 'This is a number of hours.'
Resolution (hours)	الحل (ساعات)	Number	Yes	> 0; 80% of it is the SLA-risk point	24	8	0 -> 'This is a number of hours.'
Coverage	التغطية	Select	No	8x5 = working hours on the company calendar (UAE: Sun-Thu 08:00-17:00 Dubai time; also Sat-Thu or Mon-Fri 09:00-18:00); 24x7 = every hour	8x5	24x7	'12x7' (API) -> 'Choose one of the options.'
Pause while waiting on the customer	إيقاف أثناء انتظار العميل	Switch	No		On
Pause while waiting on a vendor	إيقاف أثناء انتظار المورّد	Switch	No		On
Pause while waiting on another internal team	إيقاف أثناء انتظار فريق داخلي	Switch	No	Help: 'Off by default: otherwise handing a ticket to a colleague stops its clock.'	Off
Active	نشط	Switch	No	Inactive policies are not offered on the ticket	On

Routing Rules > rule editor

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Name	الاسم	Text	Yes	Max 160 (cut); Save disabled while empty		Printers to IT	Empty (API) -> 'This is required.'
Sequence	الترتيب	Number	No	Whole number; lower runs first, ties by name	10	5	'1.5' (API) -> 'This is a whole number.'
IF conditions	إذا - تحققت كل الشروط	Toggle buttons	No	Screen offers type, category, subcategory, priority, severity, source, requester type; server also accepts product_id, department, branch_id, language, vip, requester_partner_id. All conditions AND; none = any ticket		category = Hardware Issue	A field like 'subject' (API) -> "A rule cannot test 'subject'."; a list instead of object -> 'This is a set of conditions.'
Team	الفريق	Select	No	Any team (inactive teams also listed)		IT Helpdesk	Another company's team (API) -> 'Choose one of this company's records.'
Agent	الموظف	Select (person)	No	Blank = 'The team's method decides'; NOT checked to be a member of the rule's team	The team's method decides
Set priority	تعيين الأولوية	Select	No	Leave as raised / low / normal / high / critical	Leave as raised		'urgent' (API) -> 'Choose one of the options.'
SLA policy	اتفاقية الخدمة	Select	No	Blank = the team's default	The team's default
Stop here when it matches	التوقف هنا عند التطابق	Switch	No	Off: later matching rules may still add what is not yet decided (tags always add)	On
Active	نشط	Switch	No		On

Routing Rules (API only)

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Tags / Escalation policy		List / select	No	Not on the editor. Tags: list, each max 40; escalation policy of this company			Tags as text -> 'This is a list.'

Escalation Chains > New / Edit

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Code	الرمز	Text	Yes	As team code (column 30)		IT_CHAIN
Name	الاسم	Text	Yes	Max 120		IT escalation chain
For team	للفريق	Select	No	The team's chain (used when the ticket has no own or category chain)
Or for category (overrides the team's)	أو للفئة (تتقدم على الفريق)	Select	No	Subcategory chain first, then category chain, then team chain
Active	نشط	Switch	No		On

Escalation Chains > Levels

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Level	المستوى	Select	Yes	L1, L2, L3, MANAGER, VENDOR, EXECUTIVE; each rung above the one before		L2	L3 then L2 -> 'Each rung sits above the one before it.'; none -> 'Choose a level for every rung.'
Team	الفريق	Select	No			IT L2 team	Another company's team (API) -> 'Choose one of this company's records.'
Person	الشخص	Select (person)	No				Another company's user (API) -> 'Choose a member of this company.'
At SLA %	عند نسبة	Number	No	1 to 500; blank = only by hand. The 100% sweep climbs to the first rung whose % is reached		100	0 or 600 -> 'An SLA percentage between 1 and 500.'; 'abc' (API) -> server error 500
Mode	الأسلوب	Select	No	Collaborate / Transfer / Notify	Collaborate		'move' (API) -> 'Choose collaborate, transfer or notify.'

Helpdesk Types > New / Edit

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Code	الرمز	Text	Yes	As team code (column 30); unique		LEGAL
Name	الاسم	Text	Yes	Max 120		Legal Helpdesk
Arabic name	الاسم بالعربية	Text	No	Max 120 (not shown on the ticket)		الدعم القانوني
Raised by	يرفعها	Select	No	Anybody / Customers / Employees (saved, not used by the ticket form)	Anybody		'vendor' (API) -> 'Choose one of the options.'
Active	نشط	Switch	No	Inactive types are not offered on the ticket	On

Categories > New / Edit

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Code	الرمز	Text	Yes	Upper-cased, max 40; unique per company		IT_MONITOR	Duplicate -> 'That code is used already.'
Name	الاسم	Text	Yes	Max 120		Monitor
Helpdesk type	نوع الدعم	Select	No	Ticket form shows categories of the chosen type or with no type
Under category (makes it a subcategory)	ضمن فئة (تجعلها فرعية)	Select	No	Top-level categories other than itself			Itself (API) -> 'A category is not its own parent.'
Skill needed	المهارة المطلوبة	Select	No	Skill-based teams pick among people with this skill (subcategory's skill first)
Active	نشط	Switch	No		On

Skills > New / Edit

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Code	الرمز	Text	Yes	As team code (column 30)		PRINTERS
Name	الاسم	Text	Yes	Max 120		Printer repair
Active	نشط	Switch	No		On

Skills (API only - no screen)

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Team skills / Person skills		List / person + skill + level	No	PUT teams/{id}/skills and POST user-skills; no screen exists to set them			No person or skill -> 'Choose the person and the skill.'

Applications > Helpdesk > Features

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Tickets, teams and queues	التذاكر والفرق والطوابير	Always on	-	Core: cannot be switched off	On
SLAs and escalation	اتفاقيات الخدمة والتصعيد	Switch	-	Off: writes through helpdesk/sla/* and helpdesk/escalation-policies/* refused; menus SLA Risk and Escalated hidden; records stay readable	On		Off, then Run SLA check -> 'SLAs and escalation is disabled for this company.' (code capability_disabled)
Skills and workload routing	التوجيه حسب المهارة وعبء العمل	Switch	-	Off: writes through helpdesk/user-skills refused; Skills menu hidden; workload is a read and stays	On		Off, then POST user-skills (API) -> 'Skills and workload routing is disabled for this company.'

Applications > Helpdesk > Fields

Field	Arabic label	Type	Required	Rules and limits	Default	Example	Refused when
Ticket reference no.	الرقم المرجعي للتذكرة	Mode	-	Hidden / Optional / Read-only / Required; applies to tickets raised from the form (POST tickets, PATCH tickets/{id})	Optional		Hidden + value -> 'Ticket reference no. is turned off for this company.'; Read-only + change -> 'Ticket reference no. cannot be changed in this company.'
Requester department	قسم مقدم الطلب	Mode	-	Hidden / Optional / Required	Optional		Required + empty -> 'Requester department is required by this company.'
Ticket location	موقع التذكرة	Mode	-	Hidden / Optional / Required	Optional		Hidden + value -> 'Ticket location is turned off for this company.'
Serial number	الرقم التسلسلي	Mode	-	Hidden / Optional / Read-only / Required	Optional		Required + empty -> 'Serial number is required by this company.'

Updated 3 October 2026