Allow Templates to be created on Close

Tick the box to allow the Template on Close feature in the Close tab of a Ticket and create a template based on the ticket you have created.


Enable Note Templates

Tick the box to turn on the Action Templates creation for use in Add Action. Enabling this feature will provide the addition of a Title box between the date and the description when in the Add Action screen. Please note, you will need to create some action template titles to view the title box.


Ticket Location Required

Tick the box to make ticket Location mandatory; the user must populate this box to enable the save button to work; when a box is mandatory it is marked with a red line until typed words appear when it will change to a green line 


Ticket Category Required

Tick the box to make Ticket Category mandatory; the user must populate this box to enable the save button to work; when a box is mandatory it is marked with a red line until typed words appear when it will change to a green line 


Category Selection Type 

Select an option from the drop down list, there are three options:


- Select Any - The user can select any level Category


- Can't select top level - The user cannot select a top level category


- Must select bottom level - The user must select a bottom level category 


Category Collapsed 

Tick the box to collapse the category tree structure from within the ticket area


Ticket Title Required 

Tick the box to make Ticket Title mandatory; the user must populate this box to enable the save button to work; when a box is mandatory it is marked with a red line until typed words appear when it will change to a green line 


Ticket Description Required 

Tick the box to make Ticket Description mandatory; the user must populate this box to enable the save button to work; when a box is mandatory it is marked with a red line until typed words appear when it will change to a green line 


Set Owner to logged on user 

When adding a new Ticket Tick the box to add the logged on user as default to the Owner box in the new ticket


Must Accept Ticket before update 

Tick the box to force the ticket to be Accepted before updates can be applied to it. When a ticket has been created by Self Service or Email then the ticket will appear in the Pending Queue. A Licensed user will assign the ticket to either themselves or someone else in their Group or Company, that person is then the Owner of that ticket and they must Accept the ticket to process it.


Enable Effort Field 

Tick the box to make the effort field visible; effort can be recorded to detail how much time has been spent on the ticket, the effort field appears in many screens, including the new ticket, add action and close screens.


Ticket Effort Required 

Tick the box to make Ticket effort mandatory; the user must populate this box to enable the save button to work; when a box is mandatory it is marked with a red line until typed words appear when it will change to a green line 


Enable Impact 

Tick the box to make the Impact field visible; impact can be recorded to detail who the ticket affects, the list of possibilities are configurable, however, examples are an Individual, a Department, a Business, UK, International etc.


Ticket Impact Required 

Tick the box to make the Impact mandatory; the user must populate this box to enable the save button to work; when a box is mandatory it is marked with a red line until typed words appear when it will change to a green line 

Impact Name Singular / Plural 

Enter a new name for this feature in the boxes provided


Title Enabled 

Tick the box to enable the name 'Title' to be changed to a new name


Title Label 

Enter a new name for this feature in the box provided


Enable Workflow 

Tick the box to make the Workflow feature visible. Workflow provides a structure for ticket management, models are created in the Admin Area and selected from a drop down list by the user when creating a ticket. Tasks and votes are associated with Workflow which allow users and callers to communicate via Viva Desk or the Self Service Portal.


Hide Workflow on Ticket Add 

Tick the box to hide the Workflow selection boxes from the Ticket Add screen when creating a new Ticket. Using Business Rules, a trigger can be created for Workflow to appear for a ticket and run straight away once the ticket has been saved.


Workflow Required

Tick the box to make Workflow mandatory; the user must populate this box to enable the save button to work; when a box is mandatory it is marked with a red line until typed words appear when it will change to a green line 


Enable Ticket Merging 

Tick the box to enable the feature which allows two identical or similar tickets to merge. The user chooses the parent ticket and merges the child into the History area to provide an audit trail. In effect the child ticket has been deleted, however, it is visible from the parent ticket.


Linked Assets Enabled 

If this tick box is ticked then you can associate one or more assets with this ticket type. With it unticked the Asset subtab is disabled.


Auto Link Assets via hashtags 

With this feature enabled, when a ticket is created, or when a note is added, you can reference an asset by entering e.g. #AssetTag or #SerialNo, to automatically link the Asset to the ticket.


Must Assign a Group to new Tickets 

Tick the box to make Ticket Group mandatory; the user must populate this box to enable the save button to work; when a box is mandatory it is marked with a red line until typed words appear when it will change to a green line 


Must Assign an Owner for new Tickets

Tick the box to make the Owner mandatory; the user must populate this box to enable the save button to work; when a box is mandatory it is marked with a red line until typed words appear when it will change to a green line 


Filter Groups by Selected User

Tick the box to filter the group drop down box in the new Ticket screen by the user selected


Must manually choose Status when Closing Tickets 

When more than one Close status has been created, tick this box to allow the user to choose one of the Close statuses when closing a Ticket


Must Fill in the Solution Field when Closing a Ticket 

Tick the box to make ticket solution on close mandatory; the user must populate this box to enable the save button to work; when a box is mandatory it is marked with a red line until typed words appear when it will change to a green line 


Closing with Active Tasks 

Select an option from the drop down box. Allow will close the ticket with active tasks remaining. Show Warning will provide a warning message to the user if an attempt to close a ticket is made with open tasks within it. Prevent Close will stop the closure of a ticket until the tasks within it are closed first.


Please Note: The user cannot re-open a task on a parent ticket that has been deleted. If the user does attempt to re-open a task on a deleted parent ticket then a message explaining this will be shown and the process will be stopped. This will occur both on a detail page for a task as well as on a list of tasks and an error message will be shown.

Please be aware that it is only possible to close tickets more than 1 ticket with a single action if this is set to 'Allow'.

Filter Priorities by Client / Client Specific Priorities Tick the box to enable Priorities by Client, in the Client record add the Priorities individually and separately from the default list in the Admin Ticket area


Filter Categories by Client / Client Specific Categories 

Tick the box to enable Categories by Client, in the Client record add the Categories individually by ticking the relevant boxes and separately from the default list in the Admin Ticket area


Mark Actions as Private 

Tick this box to make all actions private by default. If the box is ticked here, the box can be un-ticked at point of adding the action within the ticket if required


Mark Attachments as Private 

Tick this box to make all attachments private by default. If the box is ticked here, the box can be un-ticked at point of adding the action within the ticket if required


Email Customers by Default 

Tick this box to email customers by default. If the box is ticked here, the box can be un-ticked at point of emailing the customer if required


All Customer Emails must be reviewed 

Tick this box to enforce that all customer emails must be reviewed before sending to the customer. The review email screen will appear when ever the Customer Email tick box is ticked


Review Emails by Default 

Tick this box to review all emails to the customer by default. If the box is ticked here, the box can be un-ticked at point of emailing and reviewing the email for the customer if required


Notify Owners by Default 

Tick this box to notify the owner of a ticket by default. If the box is ticked here, the box can be un-ticked at point of emailing and reviewing the email for the customer if required


Mail From Address 

You can specify the address here to use for outgoing emails to customers/technicians that relate to tickets of this type. You can override this for specific types of email by setting the 'From Address' for the relevant email template(s).


Response SLA Mode

Select an option from the drop down box, Disabled or On Accept for use with the Priorities tab in the Configuration area of the ticket. When Disabled is selected, Response times will be unavailable and when On Accept is selected, the response time will be enabled and the clock will start when the Accept button has been selected by the immanent owner.


Enable Close Target Date SLA 

Tick the box to enable the SLA 'Close Target Date' which allows the use of flexible custom SLAs. When this box is ticked, the Target Date SLA will appear in the Ticket Configuration > Priorities area.


Re-open Status

Set the status of a Ticket when it has been re-opened, which status would you like to see it re-opened to?

Reviewed: 28 March 2023