Ticket Fields

Tickets are amazingly configurable and can vary considerably. The fields that appear on them depend on the mode they are in (New, View, or Edit), and the request type that was selected.

Tickets can appear in one of three modes:

Most ticket fields are displayed in more than one mode. The tables below provide information about all sections that may appear on a ticket and include all fields that may appear in each section.

When you create a ticket, you must select a Request Type. Together with your service provider's global ticket settings, request types determine important ticket features:

  • The sections and fields that are displayed on the New Ticket, Edit Ticket, and Ticket Detail pages
  • The default value (if any) for each field
  • The Required property of each field (in addition to the fields that are always required. See the tables below)
  • For fields with a drop-down selector, the available options

Because tickets are highly configurable and your service provider will not want to overwhelm you with information that is not relevant to you, actual tickets you will see in your Client Portal A branded web portal through which you and your service providers can collaborate on tickets and projects. will only ever display a small subset of the sections and fields that could possibly be included.

To make finding a field description easier, we have organized Your Client Portal instance may be configured to use one fo the following terms instead: Account, Business Unit, Client, Company, Customer, Site. them by the section they appear in.

This page appears before the New Ticket page opens when you create a ticket. The selections you make here cannot be changed later.

Field Description Displayed on these ticket forms Read-only Required? Default value Displayed only for Taskfire An extension of the Client Portal that lets you manage your own internal help desk. security levels
Organization

The Organization field only appears if you can access your organization's sub-organization Previously: Subsidiary. Your Client Portal instance may be configured to use one fo the following terms instead: Sub-Account, Sub-Business Unit, Sub-Client, Sub-Company, Sub-Customer, Sub-Site. or sibling organizations. Your own organization and all its sub-organizations are displayed, but it defaults to the organization you are associated with.

If you have set up work sharing between locations, you can select a different location.

New   User's organization  
Request Type

All active request types configured by the service provider, created by your Taskfire administrator, and shared by your parent organization (if you are a sub-organization) are displayed.

Select the Request Type that most closely matches your issue. This will help us assign the right technicians to your service request and will speed up the resolution.

 New      

The following buttons, banners, and fields may appear above the Ticket Detail section.

Field Description Displayed on these ticket forms Read-only Required? Default value Displayed only for Taskfire security levels

Button Bar

 

On the Ticket Detail page:

  • Edit : Users with a Taskfire security level can edit tickets that are being worked on by your internal help desk
  • Transfer: Users with a Taskfire security level can manually transfer a ticket to any vendor
  • Complete: Users with a Taskfire security level can complete a ticket. This updates the Taskfire Status Indicates the current state of an Autotask entity. field to Complete.
  • Close: Closes the page.

On the Edit Ticket page (Taskfire users only):

  • Save & View: Saves any changes and returns you to the Ticket Detail page
  • Save & Close: Saves any changes and closes the page
  • Save & New: Saves any changes and opens the New Ticket page

Edit, Detail

 

        
Banners The green banner indicates who is working on the ticket, your internal IT team, or your service provider.
The purple banner appears only if the ticket type is Change Approval, and the ticket is currently awaiting your approval. 		Edit, Detail      
Ticket Type This field is always visible and displays the ticket type selected on the request type. It could be one of the following: Service Request, Incident An unplanned interruption to IT service or a reduction in the quality of an IT service. Failure of a configuration item that has not yet impacted service is also an incident., Problem, Change Request A ticket describing a change that might resolve one or more problems or incidents. It may require approval by other members of your organization., Alert. Refer to About change requests, incidents and problems. New, Edit, Detail   Per request type  
Ticket Number The ticket number assigned to the ticket in Autotask. Edit, Detail      
Request Type This field is populated on the Select Organization & Request Type page and cannot be edited after the ticket is created. New, Edit, Detail      
Title Type a title for your ticket. Make this title as clear as possible to communicate your issue. New, Edit, Detail   Per request type  
Created Displays the create date and time and the user who created the ticket. Edit, Detail      
Taskfire (Hours) This field is only displayed for users with a Taskfire security level. It shows how many hours your internal help desk has worked on the ticket. Edit, Detail    
Service Provider (Hours) This field is only displayed for users with a Taskfire security level. If your service provider has chosen to display either the number of hours they have worked on the ticket or the number of billable hours they have tracked, they are shown here. Edit, Detail      
Total (Hours) This field is only displayed for users with a Taskfire security level. It shows the total number of hours tracked on the ticket, including Taskfire hours and Service Provider hours.

If the service provider is not allowing you to see the worked hours or billable hours, the Total Hours field is not displayed.		 Edit, Detail    
Search Knowledge Base (Appears only if Knowledge Base is enabled for your organization) Opens the Knowledge Base Search page, with the ticket title populating the search field. You must enter a ticket title before the link is enabled.
For more information, refer to Search Knowledge Base or Documentation.		 New, Edit, Detail        

Field Description Displayed on these ticket forms Read-only Required? Default value Displayed only for Taskfire security levels
Organization

Displays the name of the organization that you selected on the New Ticket - Select Organization & Request Type page.

The organization cannot be changed once it has been selected on that page.

 New, Edit, Detail      
Contact A person associated with a company. Defaults to your name, but you can select a different organization contact. This is the person that we will contact if we need additional information. The contact's email address and phone number will be displayed but cannot be edited.

Managers and Taskfire users can add a new contact from this page.		 New, Edit, Detail      
Location

Displays all organization locations and, if the organization is the sub-organization of another organization, all locations associated with the parent organization.

We always select the most specific location (from most to least specific):

  1. Manually selected location
  2. Configuration item's location
  3. Contact's location
  4. Organization's primary location
 New, Edit, Detail   Per request type Contact's location  
Description Type a description of the issue. Include as much detail as you can, including what the problem is, how to replicate the issue (if applicable), and any other important details.

The Description field can be re-sized by grabbing the handle in the bottom right corner.		 New, Edit, Detail   Per request type  
Priority Questions ("How urgent is your request?"
"Who is impacted?")		 If the Priority field is not displayed, you may see two questions instead that help us assess the priority. Select the appropriate urgency (Low | Medium | High) and impact (Only Me | Others | My Entire Organization). New   (if enabled on request type)    
Internal Resource Any user with an Autotask login. The person at your organization who is assigned to manage or work on the ticket. The internal resource automatically receives all notifications associated with the ticket, including status changes, and any updates we make on transferred tickets, including notes and actions. The ticket will appear on their My Tickets page in Client Portal.

All active users at your organization, the parent organization, and the ticket organization are available.		 New, Edit, Detail      
Service Provider Resource

This field is configured by the service provider.

If the field is blank, they are not providing any resource information.

If the field displays Assigned, they are letting you know that somebody is working on it.

If the field shows a name, that is the name of their technician who will deal with your issue.

For this field to appear, it must be made visible by the request type, and your Client Portal must be configured to display the field.

New, Edit, Detail   Per request type  
Taskfire Queue A folder-like location that contains related tickets. Your internal help desk team will have set up queues to manage tickets. All active Taskfire queues are displayed. New, Edit, Detail      
Queue This field shows the service provider's queue. Only queues configured to be visible in the portal will appear. New, Edit, Detail   Per request type  
Work Type A classification the service provider uses for the labor on the ticket. All active work types in their Autotask application are displayed. New, Edit, Detail   Per request type  
Taskfire Status

You must assign a Taskfire Status. The following statuses are available:

  • New: Use for a brand new ticket.
  • In Progress: Use for a ticket that is currently being worked on internally at your organization.
  • On Hold: Use for a ticket that has been placed on hold.
  • Transferred: Use for a ticket that has been transferred to us or another party to work on.
  • Transfer Complete: Use to indicate that the party the ticket was transferred to (either us or another vendor) has completed work on the ticket and it is now back in your court.
  • Complete: Use to indicate that the resource at your organization has completed work on the ticket.

When you set a ticket's status to Complete and save it, you will no longer be able to edit it. If this ticket has gone back and forth between you and us, you may also want to add a note stating you have completed work on it so we will know to complete our version of the ticket.

NOTE  Any tickets that were created before you enabled Taskfire will appear with a Taskfire Status of Transferred.

 New, Edit, Detail    
Service Provider Status All active ticket statuses in the service provider's Autotask are available. Edit, Detail Per request type  
Taskfire Priority The Taskfire priority is assigned by your organization. New, Edit, Detail    
Service Provider Priority

 

 Select a priority for the issue. You will only see this field if your Client Portal Security Level A set of privileges that are assigned to an Autotask user that determine the amount of access they have to Autotask modules and features. allows you to set the Ticket Priority. Otherwise, the Priority is determined by settings in our Autotask application or by the answers to the priority questions.

Once the ticket is created, the service provider priority cannot be edited.		 New, Edit, Detail   Per request type  
Additional Contacts You can select multiple additional contacts on the ticket from all active contacts at your organization and the ticket organization. New, Edit, Detail        
Line of Business An attribute the service provider uses for billing. New, Edit, Detail   Per request type  
Ticket Category The format used in the service provider's Autotask application to display your ticket. New, Edit, Detail   Per request type  
Issue/Sub-Issue A list of technical classifications set up by your service provider. New, Edit, Detail   Per request type Per request type  
Source A list of options that describe the origin of the ticket for the service provider. New, Edit, Detail   Per request type Per request type  
Estimated Hours The number of labor hours you or the service provider thinks it is going to take to resolve this issue. New, Edit, Detail   Per request type Per request type  
Purchase Order Number The PO number you issue to the service provider to use with the ticket New, Edit, Detail   Per request type Per request type  
Due The setting for this field is controlled by the individual portal configuration for this organization. New, Edit, Detail   Per request type  

Field Description Displayed on these ticket forms Read-only Required? Default value
Device Your Client Portal instance may be configured to use one fo the following terms instead: Asset, Configuration Item, Installed Asset, Installed Product.

The device is the hardware or software you are opening this ticket for. Devices are added to your portal by us, your service provider, or your internal staff who have a Manager or Taskfire security level.

Start typing the name of the device if you know it, click the selector icon to open a dialog with a table of all devices we track for your organization, or click the Filter by selected contact icon to filter the device table by items associated with the ticket contact. The top row of the table allows you to sort and search by multiple fields. Click on a row to select the item.

The Serial Number, Reference Number, and Reference Name fields are read-only and will be displayed if they are populated.

 New, Edit, Detail   Per request type  

Tickets, for example the Change Request ticket and the Incident ticket that spawned it, can be related to each other. If so, the related ticket or tickets are listed in this section.

Field Description Displayed on these ticket forms Read-only Required? Default value
Ticket User-defined Fields Custom fields that each Autotask customer can add to a number of Autotask forms. They can optionally be displayed in the Client Portal. (various custom names) Displays custom fields your service provider has created in Autotask and configured to be visible in the Client Portal. Field names will vary. New, Edit, Detail   Per request type Per request type
Field Description Displayed on these ticket forms Read-only Required? Default value
Message from Service Provider Some request types may be configured to display a Message from Service Provider. This field is read-only and will contain instructional text and possibly hyperlinks. If there is no message from the service provider, the entire section will be hidden. New    

These sections only appear if the ticket type is equal to Change Request.

Field Description Displayed on these ticket forms Read-only Required? Default value

Change Information
Change Information fields This section is only displayed if the ticket is of the type Change Request, and only the change information fields your service provider has chosen to expose are displayed. Edit, Detail

 

 

Approvals
Change Approval Status Refer to More about change request tickets.  

 

 
Your Change Approval Status  

 

 
Add a Comment    

 

 
Approve and Reject buttons    

 

 

Field Description Displayed on these ticket forms Read-only Required? Default value
Background Questions Background questions are used to help us gather important information from you up front, so we can begin working on the issue as quickly as possible. The questions and your answers are appended to the ticket description field.

Not all request types will have questions and, for certain request types, background questions may be required.		 New   Per request type Per request type

Once the ticket is created, users with Taskfire security levels can enter time, and add notes and attachments. All users can view both the internal and the service provider activity history.

Field Description Displayed on these ticket forms
Add a Quick Note A way of tracking additional information associated with an Autotask entity. Allows you to enter a quick note without launching the Note dialog. Enter up to 1000 characters and click Submit.
The text of the unsubmitted quick note will be preserved if you switch from Detail to Edit mode and back.		 Edit, Detail
Time Refer to Taskfire only: tracking internal time on a ticket. Detail
Note Refer to Adding a ticket note. Detail
Attachment An external file uploaded to Autotask that is associated with a company, project, ticket, configuration item or other entity.
Save Ticket & Attach File		 File size limit is 10 MB. Refer to Adding attachments to tickets, projects, or Knowledge Base articles. New, Detail
Activity History

This section displays a newest-first history of the activity tracked on the ticket. You will see the following items:

Time entries by the service provider

Time entries by your internal IT (Taskfire) team

Notes

Attachments added to the ticket

 Edit, Detail