Ticket Item Record Type Setup

Introduction

Ticket item record types classify ticket items.

Ticket items inherit their record types from linked catalog items.

Prerequisites

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

How the Ticket Item Record Type Works

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

Both the Price Book Builder and Ticket Item Builder features have been deprecated and are no longer support. You should use the Lightning Experience and use the tools FieldFX has there instead.

Default Ticket Item Record Types

FieldFX features the following default ticket item record types:

  • Equipment

  • Labor

  • Services

  • Supplies

Add a Ticket Item Record Type

  1. Access FieldFX Back Office.

  2. Switch to Salesforce Classic.

  3. From Setup, enter object in the Quick Find box, then select Objects.

  4. Complete the following in order:

Tips

In the Custom Objects and to quickly find the object name in Custom Objects, use ctrl+F then enter the name of the object (for example, ticket item or in this case quote item). Click the down arrow to go to the next result.

Down arrow in a Chrome Find Box

Configure the Quote Item Object

  1. In Custom Objects, click Quote Item.

  2. Under Record Types, click New.

  3. In Existing Record Type, select "Master".

  4. In Record Type Label, enter the ticket item record type, select Active, and then Next.

  5. In Apply one layout to all profiles, select a page layout to use for the record type and click Save.

  6. Continue with Configure the Ticket Item Object.

Configure the Ticket Item Object

  1. In Custom Objects, click Ticket Item.

  2. Under Record Types, click New.

  3. In Existing Record Type, select "Master".

  4. In Record Type Label, enter the ticket item record type, select Active, and then click Next.

  5. In Apply one layout to all profiles, select a page layout to use for the record type and click Save.

  6. Continue with Configure the Catalog Item Object.

Configure the Catalog Item Object

  1. In Custom Objects, click Catalog Item.

  2. Under Custom Fields & Relationships, click Ticket Item Record Type.

  3. Under Picklist Options in Values, click New.

  4. Enter the ticket item record type.

  5. Under Record Type Name, select Default and click Save.

  6. Continue with Grant Permission to Use the Ticket Item Record Type.

Grant Permission to Use the Ticket Item Record Type

  1. Open a permission set.

  2. Under Apps, click Object Settings.

  3. Click Quote Items and click Edit.

  4. Under Record Type Assignments, select the ticket item record type and click Save.

  5. At the top of the page, click the arrow next to Quote Items, select Ticket Items, and click Edit.

  6. Under Record Type Assignments, select the record type and click Save.

  7. Repeat these steps for additional permission sets as needed.

  8. Continue with Select the Ticket Item Record Type for Catalog Items.

Select the Ticket Item Record Type for Catalog Items

  1. Open the Catalog Items tab.

  2. Open a catalog item and click Edit.

  3. In Ticket Item Record Type, select the ticket item record type and click Save.

  4. Repeat these steps for additional catalog items as needed.

Deactivate 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.

  1. Access FieldFX Back Office.

  2. Switch to Salesforce Classic.

  3. From Setup, enter object in the Quick Find box, then select Objects.

  4. Continue with these steps in order:

Tips

In the Custom Objects and to quickly find the object name in Custom Objects, use ctrl+F then enter the name of the object (for example, ticket item or in this case quote item). Click the down arrow to go to the next result.

Down arrow in a Chrome Find Box

Deactivate the Quote Item Quote Type

  1. In Custom Objects, click Quote Item.

  2. Under Record Types, click Edit next to the record type.

  3. Deselect Active and click Save.

  4. Continue with Deactivate the Ticket Item Record Type.

Deactivate the Ticket Item Record Type

  1. In Custom Objects, click Ticket Item.

  2. Under Record Types, click Edit next to the record type.

  3. Deselect Active.

  4. Click Save.

  5. Continue with Remove the Ticket Item Record Type from the Ticket Item Record Type Picklist.

Remove the Ticket Item Record Type from the Ticket Item Record Type Picklist

  1. Click Catalog Item.

  2. Under Record Types, click Default.

  3. Under Picklists Available for Editing, click Edit next to Ticket Item Record Type.

  4. Remove the record type from Selected Values and click Save.

  5. Continue with Remove Permission to Use the Ticket Item Record Type.

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 and click Save.

  7. At the top of the page, click the arrow next to Quote Items, select Ticket Items, and click Edit.

  8. Under Record Type Assignments, select the record type and click Save.

  9. Repeat these steps for additional permission sets as needed.

  10. Continue with Select a New Ticket Item Record Type for Affected Catalog Items.

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 and click Edit.

  3. In Ticket Item Record Type, make a new selection and click Save.

  4. Repeat these steps for other Catalog Items as needed.