Establishing Support Structure › Status Transitions and Dependent Attribute Controls › Configure Dependent Attribute Controls

Configure Dependent Attribute Controls

You can determine which fields are shown or required for the ticket status.

Note: Before you configure dependent attributes as "required" for the ticket status, be aware that the Edit in List option that appears on the ticket's list page may not display the attribute field values that are required. If the required attribute field value is not already part of the saved ticket, and if it is not presented in the Edit In List format, then the ticket is not saved. Consequently, the analyst must edit the required dependent attribute field values on the ticket’s detail page instead of using the Edit in List option.

To configure a dependent attribute control

1. On the ticket's status detail page, select the Dependent Attribute Control tab at the bottom of the page.

   The Attribute Control List appears.

2. Click Create.

   The Update Status Dependent Attribute Control page appears.

3. Complete the following fields:

   Tenant

   (Optional) In a system with multi-tenancy installed, specifies an optional tenant name. If a tenant is specified, the dependency applies only to that tenant and to its sub-tenants.

   Attribute

   Specifies the name of the attribute you want to control, for example, Summary.

   Locked

   Specifies the attribute as locked. A locked attribute associated with a status cannot be updated in a ticket with the same status. The attribute is unlocked when the status is changed.

   Required

   Specifies the attribute as required. A required attribute for the status cannot use a null value in a ticket with the same status.

4. Click Save.

   The new attribute control for the status appears in the Attribute Controls List when you redisplay the page. When a user updates the ticket status, the system retrieves the list of required attributes corresponding to the new status, and updates the ticket form as appropriate. An error message appears at the top of the ticket form when a user attempts to close the ticket without filling in a required field.

Note: For detailed procedural information about defining dependent attribute controls, see the Online Help.