Ticket Type Setup

Prerequisites

To add ticket 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 types classify tickets.

How it Works

When you add ticket types, you can link:

Tickets to ticket types
Checklists to ticket types
FX Forms to ticket types
Statuses to ticket types
Ticket workflows to ticket types

Best Practices

When adding a ticket type to a picklist, always enter its record type name and not its label.

Adding a Ticket Type

Access FieldFX Back Office
Switch to Salesforce Classic
Add the ticket type:
1. From Setup, enter "object" in the Quick Find box, then select Objects
2. Click Ticket
3. Under Record Types, click New
4. In Existing Record Type, select "Master"
5. In Record Type Label, enter the ticket type
6. Select Active
7. Click Next
8. In Apply one layout to all profiles, select a page layout to use for the ticket type
9. Click Save
Configure the Status object:
1. From Setup, enter "object" in the Quick Find box, then select Objects
2. Click Status
3. Under Custom Fields & Relationships, click SObject Record Type
4. Under Picklist Options in Values, click New
5. Enter the ticket type name
6. Select Ticket
7. Click Save
8. Click Back to Status at the top of the page
9. Under Custom Fields & Relationships, click SObject
10. Under Field Dependencies, click Edit next to SObject Record Type
11. Hold down Ctrl and select the ticket type in the Ticket__c column
12. Click Include Values
13. Click Save
Configure the Status Workflow object:
1. From Setup, enter "object" in the Quick Find box, then select Objects
2. Click Status Workflow
3. Under Custom Fields & Relationships, click SObject Record Type
4. Under Picklist Options in Values, click New
5. Enter the ticket type name
6. Click Save
7. Click Back to Status Workflow at the top of the page
8. Under Custom Fields & Relationships, click SObject
9. Under Field Dependencies, click Edit next to SObject Record Type
10. Hold down Ctrl and select the ticket type in the Ticket__c column
11. Click Include Values
12. Click Save
Configure the eForm Config object:
1. From Setup, enter "object" in the Quick Find box, then select Objects
2. Click eForm Config
3. Under Custom Fields & Relationships, click Key SObject Record Type
4. Under Picklist Options in Values, click New
5. Enter the ticket type name
6. Click Save
7. Click Back to eForm Config at the top of the page
8. Under Custom Fields & Relationships, click Key SObject
9. Under Field Dependencies, click Edit next to Key SObject Record Type
10. Hold down Ctrl and select the ticket type in the FX5Ticketc column
11. Click Include Values
12. Click Save
Configure the Checklist object:
1. From Setup, enter "object" in the Quick Find box, then select Objects
2. Click Checklist
3. Under Custom Fields & Relationships, click Ticket Type
4. Under Picklist Options in Values, click New
5. Enter the ticket type name
6. Click Save
7. Click Back to Checklist at the top of the page
8. Under Record Types, click Field Ticket
9. Under Picklists Available for Editing, click Edit next to Ticket Type
10. Move the ticket type to Selected Values
11. Click Save
Grant permission to use the ticket 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 Tickets
5. Click Edit
6. Under Record Type Assignments, select the ticket type
7. Click Save
8. Repeat steps a to g for additional permission sets as needed
Add a ticket workflow for the ticket type