The following table describes the fields that appear in a ticket record.

FieldDescription
Priority

Priority of the ticket. By default, the priority that was set as the default on the Settings tab of the Ticketing Config window appears in this field. You can, however, change the priority.

You can define the priorities for a ticket through the Settings tab of the Ticketing Config window.

Ticket NumberTicket number of the ticket.
Type

Type of the ticket.

  • The fields that appear on the ticket after it is saved depend on the value in the Ticket Type field, based on the configuration set on the Screen tab of the Ticketing Config window.
  • You can define the types for a ticket through the Settings tab of the Ticketing Config window.
Subject

Subject of the ticket. This field is required.

Status

Status of the ticket. By default, the status that was set as the default on the Settings tab of the Ticketing Config window appears in this field. You can, however, change the status.

You can define the statuses for a ticket through the Settings tab of the Ticketing Config window. 

AgentIf an agent creates a ticket, their name appears in this field.
Agent Team

If an agent creates a ticket and the agent is assigned to an agent team, the name of the agent team appears in this field.

Modified ByName of the person who modified the issue or task pertaining to the ticket.
Modified DateDate and Time when the ticket was modified.