Customizing Ticket Source

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Ticket source is a description of where the ticket originated. Super Service Provider uses the following types of Ticket Sources:

  • Email. Email ticket created by a customer and received by the NOC staff.
  • Portal. Ticket created by a customer through the portal.
  • Phone. Telephone call from a customer to the NOC staff. The NOC staff creates a ticket and assigns the ticket to an Engineering queue for resolution.
  • Event. Event created by an automated management system. The NOC staff creates a ticket and assigns the ticket to an engineering queue for resolution.
  • Other. Any ticket opened not as a result of one of the sources list above. For example, a ticket that was opened when an internal employee of Super Service Provider suggests an improvement.

Email and Phone are default values that appear in the Source drop-down list in the Ticket Editor page. The remaining values are not the default values that appear in the Source drop-down list in the Ticket Editor page. However, you can edit the values that appear in the Source drop-down list. This chapter explains how to customize these values.

The Select Objects Editor page allows you to define and edit the entries that appear in drop-down fields in the the user interface.

Use the following menu options to navigate the SL1 user interface:

  • To view a pop-out list of menu options, click the menu icon ().
  • To view a page containing all of the menu options, click the Advanced menu icon ().

Deprecating the Default Values for Source

Before you can add new values for the Source drop-down list in the Ticket Editor page, you must deprecate the current default values that Super Service Provider does not plan to use.

To deprecate the default values:

  1. Go to the Select Objects Editor page (System > Customize > Select Objects).
  2. On the Select Objects Editor page, use the Filter drop-down list to select Ticketing: Source.
  3. The Select Objects Registry pane updates with all of the entries for the Source drop-down list.
  4. Find the entry for Automated and click its wrench icon (). The Select Objects Editor section at the top updates with the values from Automated.
  5. Select the Deprecate checkbox. When you select this checkbox, Automated no longer appears in the Source drop-down list. In instances of a page where Automated was previously selected, the entry still appears as the selected value for the Source drop-down list. In instances of a page where Automated was not previously selected, it no longer appears in the Source drop-down list.
  6. Click the Save button.
  7. Repeat steps 2-6 for the following entries:

  • External
  • Internal

Creating New Values for Source

On the Select Objects Editor page, you can create the three new entries for the Source drop-down list on the Ticket Editor page.

To create a new entry for the Source drop-down field:

  1. Go to the Select Objects Editor page (System > Customize > Select Objects).
  2. In the Select Objects Editor page, use the Filter drop-down list to select Ticketing: Source. The Select Objects Registry pane updates with all the entries for the Source drop-down list.
  3. To add an entry to the selected drop-down list, go to the top pane in the Select Objects Editor page and supply values in the following fields:

  • Definition/Value. Type "Portal".
  • Access. Select >=Users to allow users of account type "user" and users of account type "administrator" to see this new entry.
  • Permission Keys. Do not select any entries.
  • Ignore Keys for New Tickets. Do not select this checkbox.
  • Deprecate. Do not select this checkbox.

  1. Click the Add button to add the new entry. The entry now appears in the Select Objects Registry pane for the selected drop-down list, and the entry also appears in the Source drop-down list on the Ticket Editor page.
  2. Repeat steps 3-4 for the remaining new entries, using the following values:

Definition/Value

 Access Permission Keys Ignore Keys for New Tickets Deprecate
Event >=Users Do not select any entries Do not select this checkbox Do not select this checkbox
Other >=Users Do not select any entries Do not select this checkbox Do not select this checkbox

NOTE: If a page in the user interface includes a gray plus sign icon (+) next to a drop-down list, you can create a new entry in the drop-down list directly from that page. To add an entry, click the plus icon and type the text you want to appear in the drop-down list. Click the Save button on that page to save the entry. The entry is added to the Select Objects Registry page.