Ticket Item Record Type Setup

Prerequisites

To add ticket item record types, you need the following permissions:

FX E-Ticketing minimum permissions
System permissions:
- Customize Application
- Manage Profiles and Permission Sets
- View Setup and Configuration

Basics

Ticket item record types classify ticket items.

Ticket items inherit their record types from linked catalog items.

How it Works

When you add ticket item record types, you can filter ticket items by record type in the following locations:

Default Ticket Item Record Types

FieldFX features the following default ticket item record types:

Equipment
Labor
Services
Supplies

Adding a Ticket Item Record Type

Access FieldFX Back Office
Switch to Salesforce Classic.
Configure the Quote Item object:
1. From Setup, enter "object" in the Quick Find box, then select Objects
2. Click Quote Item
3. Under Record Types, click New
4. In Existing Record Type, select "Master"
5. In Record Type Label, enter the ticket item record type
6. Select Active
7. Click Next
8. In Apply one layout to all profiles, select a page layout to use for the record type
9. Click Save
Configure the Ticket Item object:
1. From Setup, enter "object" in the Quick Find box, then select Objects
2. Click Ticket Item
3. Under Record Types, click New
4. In Existing Record Type, select "Master"
5. In Record Type Label, enter the ticket item record type
6. Select Active
7. Click Next
8. In Apply one layout to all profiles, select a page layout to use for the record type
9. Click Save
Configure the Catalog Item object:
1. From Setup, enter "object" in the Quick Find box, then select Objects
2. Click Catalog Item
3. Under Custom Fields & Relationships, click Ticket Item Record Type
4. Under Picklist Options in Values, click New
5. Enter the ticket item record type
6. Under Record Type Name, select Default
7. Click Save
Grant permission to use the ticket item record type:
1. From Setup, enter "permission" in the Quick Find box, then select Permission Sets
2. Open a permission set
3. Under Apps, click Object Settings
4. Click Quote Items
5. Click Edit
6. Under Record Type Assignments, select the ticket item record type
7. Click Save
8. At the top of the page, click the arrow next to Quote Items and select Ticket Items
9. Click Edit
10. Under Record Type Assignments, select the record type
11. Click Save
12. Repeat steps a to k for additional permission sets as needed
Select the ticket item record type for catalog items:
1. Open the Catalog Items tab
2. Open a catalog item
3. Click Edit
4. In Ticket Item Record Type, select the ticket item record type
5. Click Save
6. Repeat steps b to e for additional catalog items as needed

Deactivating a Ticket Item Record Type

Deactivate a ticket item record type if you are going to stop using it. This gives you the flexibility to reactivate the record type in the future.

Access FieldFX Back Office
Switch to Salesforce Classic
Deactivate the ticket item record type:
1. From Setup, enter "object" in the Quick Find box, then select Objects
2. Click Quote Item
3. Under Record Types, click Edit next to the record type
4. Deselect Active
5. Click Save
6. From Setup, enter "object" in the Quick Find box, then select Objects
7. Click Ticket Item
8. Under Record Types, click Edit next to the record type
9. Deselect Active
10. Click Save
Remove the ticket item record type from the Ticket Item Record Type picklist:
1. From Setup, enter "object" in the Quick Find box, then select Objects
2. Click Catalog Item
3. Under Record Types, click Default
4. Under Picklists Available for Editing, click Edit next to Ticket Item Record Type
5. Remove the record type from Selected Values
6. Click Save
Remove permission to use the ticket item record type:
1. From Setup, enter "permission" in the Quick Find box, then select Permission Sets
2. Open a permission set
3. Under Apps, click Object Settings
4. Click Quote Items
5. Click Edit
6. Under Record Type Assignments, deselect the record type
7. Click Save
8. At the top of the page, click the arrow next to Quote Items and select Ticket Items
9. Click Edit
10. Under Record Type Assignments, select the record type
11. Click Save
12. Repeat steps a to k for additional permission sets as needed
Select a new ticket item record type for affected catalog items:
1. Open the Catalog Items tab
2. Open a catalog item that uses the record type
3. Click Edit
4. In Ticket Item Record Type, make a new selection
5. Click Save
6. Repeat steps b to e for other Catalog Items as needed