Establishing Support Structure › Request/Incident/Problem Areas › Request/Incident/Problem Area Properties

Request/Incident/Problem Area Properties

You can use properties to add custom attributes or qualities to a specific request area. If you have added properties to a request area, when an analyst assigns a ticket to that area the associated properties automatically appear on the ticket's properties tab. For example, you can add properties to the predefined email request area to specify the email server or mailbox size.

As you define properties, you can specify whether a value is required or optional. For properties with a required value, users must enter a value (or accept the default) before they can save the ticket.

The keep_tasks option determines what happens when you assign an existing ticket to a different request area:

• If keep_tasks is not installed, existing properties (and workflow tasks) are removed from the ticket, and any properties or tasks associated with the new request area are added.
• If keep_tasks is installed, existing properties and tasks are retained on the ticket, and any properties or tasks associated with the new request area are added.

Note: For detailed instructions about adding properties to a request area and defining property validation rules, see the Online Help.