Configure Ticket Quick Entry

OVERVIEW

Using the Quick Entry option for creating new Tickets allows new tickets to be created easily and with fields that are appropriate by record type. There is a default field set that can be customized in the event that that there are no record types in the Ticket object or that the fields need not differ by record type. This article will explain how each is configured, created, and/or customized. 

NAVIGATION

To customize the Project Details panels,  go to Setup → Ticket→ Field Sets

QUICK ENTRY - NO RECORDS TYPES

1. Ticket→ Edit Quick Entry Field Set

Most fields can be custom configured, however fields with marked with ‘*‘ are required and hard coded into the page which means they cannot be changed.

2. Once the Field Set is open, fields can be added or removed by dragging and dropping from the panel above. The field order is the same that will display on the Quick Entry → New Tickets page

3. To make a field required: Select the tool icon → Check the box labeled “Required” → Click OK

4. Click Save

QUICK ENTRY - WITH CUSTOM RECORD TYPES

1. Ticket→ Edit or New [Custom] Field Set

Most fields can be custom configured, however fields with marked with ‘*‘ are required and hard coded into the page which means they cannot be changed.

In this example, there are three Ticket record types: Issue, and Risk

2. If not already created, create a new field set with the same API name as the record type.

Example: for the Change Request record type, the API name is change_request. The API name of the Change Request field set to control the appropriate section on the Quick Entry page would need to match exactly change_request

Once the Field Set is created/open, fields can be added or removed by dragging and dropping from the panel above. The field order is the same that will display on the Quick Entry → New Tickets page

3. To make a field required: Select the tool icon → Check the box labeled “Required” → Click OK

4. Click Save

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