Areas
- filters
- tickets
- administrator
- buttons
- tabs
- menus
- groups
Configuration > Tickets > Areas
Related Guides:
Details
| Field | Type | Description |
| Ticket Area Name | Free Text | This is the name of the Area, and will be how it is displayed throughout the system in both lists and menus. |
| Sequence in lists | Integer | This is the sequence value of the Area. This will decide the order in which these appear in the navigation menu. |
| Entity name (Singular) | Free Text | Should an entity belong to this Area, it will be labelled as this, should it be singular in nature. |
| Entity name (Plural) | Free Text | Should entities belong to this Area, they will be labelled as this, should they be plural in nature. |
| Use | Single Select | This will determine what this area is used for whether it is used for customers or ticket entities.
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| Button Icon | Single Select | This will be the icon that is displayed on the Navigation Menu to denote this Area. |
| Default View | Single Select | This will be the View that Agents will be presented with when first entering this Area. This can then be overriden on their Agent profile, or ad-hoc should it need changing. Should "My Lists" be selected, an additional field will appear for choosing which list is displayed upon opening this view. |
| Default Filter Profile | Single Select | This offers a choice between any configured Filter Profiles to be used as a default when viewing this Area. |
| Default Column Profle | Single Select | This offers a choice between any configured Column Profiles to be used as a default when viewing this Area. |
| Default Template Group | Single Select | Should any option other than "All Templates" be chosen here, templates used via this Area will be limited to the group in the selection made. |
| ITIL Ticket Type | Single Select | The ITIL Type chosen here will be applied as a filter on any tickets in this Area. |
| Default Ticket Type | Single Select | The selection made here will dictate the Ticket Type that any new tickets created from this Area will be set to upon creation. This can be overriden at that time. |
Allow Ticket Type selection on the New Ticket screen | Single Select | The selection made here will determine if agents can choose which ticket type to log when logging a new ticket (manually) within this area. The global default can be configured under Configuration > Tickets > General Settings > "Show Ticket Type selection when logging a Ticket". |
Statuses to show on Kanban View | Multi Select | The selection made here will determine which ticket statuses show when viewing tickets in this area using the Kanban view. Tickets in any other status will not show when using the Kanban view. If no statuses are set here, all statuses will show. |
| Prompt to select a Service when creating a new Ticket | Single Select | The selection made here will dictate which, if any, service selection will be prompted upon creating new tickets via this Area. |
Enable the Project view in the tree | Checkbox | When checked, a 'Projects' ticket view will be available in this area. This view will show a list of all currently open projects (with a open child ticket count), from here you can select a project to view. |
| Checkbox | When checked, the 'New Ticket' button will show in this area, allowing you to create new tickets manually from this area. | |
| Show this area as a tab on details screens | Checkbox | Note: For this checkbox to show, you must have 'Split Tickets tabs into Ticket areas' which can be turned on in Configuration>Tickets>General Settings When checked, should you be viewing a section of the application where Tickets are listed, for example a Customer, whereby the view is set to be split into Areas, Guide: Split tickets Tab, then this will show this area as a tab. If disabled, these will be hidden only if the view is split into Area tabs. |
| Show the New Ticket Button | Checkbox | When checked, the "New" button at the top right of the Tickets table will be visible, if not; the ability to use and see this button is revoked within that area. |
| Group Agents by their Status in the Treeview | Checkbox | When checked, when viewing tickets using the 'Tickets by Agent' view in this area, agents will be grouped by their current status. Statuses will be ordered based on the status sequence, agents that have this status are then ordered alphabetically. Offline agents are always shown last in the list. Useful to easily see which agents are online. Note: The "Tickets by Agent" view is only available when "Agent Visibility Restriction" is set to "Agents must share a department to see each other" |
Agents to show in the Agent and Team lists | Single Select | (v.2.232.1+) This dropdown allows you to determine if Agents will show in this Area when they have no tickets/projects in this Area. |
| Show a visible grouping for Agents in the Treeview based on their status | Checkbox | This is dependent on "Group Agents by their Status in the Treeview" being enabled. When checked, a label will be added to each group of agents to show which status they are in. |
Filters
Filters added to this list will restrict the entities which are visible in this Area. These are the primary way of establishing different content per Area.
| Field | Type | Description |
| Field Name | Single Select | This will be the field that this particular filter criteria is based upon. The fields here will be available from any Ticket fields configured. |
| Filter Type | Single Select | This will determine the matching criteria that this filter is looking for, i.e., equals, or includes, or is not equal to. |
| Values | [Type of field selected above] | The value(s) entered here will be the values with which the criteria will need to match in order to be shown in this Area. |
Permissions
| Field | Type | Description |
| Team Restrictions | Multiple Select | The Team(s) selected here will be the only Team(s) able to view this Area. If left empty, all teams will be able to see this Area. |
| Role Restrictions | Multiple Select | The Role(s) selected here will be the only Role(s) able to view this Area. If left empty, all Roles will be able to see this Area. |
Advanced
| Field | Type | Description |
| Show an image in the page header | Checkbox | When enabled a option to specify an image, and a URL to open will show. The image specified will show at the top of the Ticket list, New Ticket screen and Ticket Details screen, when in this Area. |
Image URL (Halo PSA Light) | Text | The URL of a hosted image URL to show in light mode. |
Image URL (Halo PSA Dark) | Text | The URL of a hosted image URL to show in dark mode. |
URL to open on click | Text | This URL will open when the image is clicked. |