Customize Ticket Tables

You can customize the default layout of tables in the tickets of a campaign. You can do this when you define the campaign in the campaign creation wizard, or from the root ticket of an active campaign that you administer.

When you change the layout of tables in a campaign that is already active, the changes are applied to new tickets and to tickets that have not been modified by users. If a user has customized the table layout of a ticket, their changes are preserved.

To customize ticket tables

1. Do one of the following:
   • Create a campaign using the campaign creation wizard.

     The Summary screen of the wizard appears.

   • In your Inbox, click the root-level ticket of a certification campaign.

     The Campaign View screen appears.

2. Click the Presentation bar.

   The Presentation section of the screen opens. It contains three table headers:

   • The Certification header shows the table layout of the Certification Summary screen for tickets related to the campaign.
   • Depending on the type of campaign, User, Role, or Resource headers show the layout of each entity table in the My Certification tasks screen of the ticket.
3. Customize the tables:
   1. Click Customize on a table header you want to modify.

      The Customize dialog appears.

   2. Use the arrow keys to add or remove column fields, and to order the columns.
   3. Click the lock icon to make a column mandatory. Mandatory columns appear in red. Users can move a mandatory column, but they cannot remove it.

      Note: Mandatory fields defined for the universe appear in red.You cannot remove these fields from the table.

4. Click OK.

   The table header reflects the changes you made.

5. Do one of the following:
   • In the campaign creation wizard, review campaign settings and click Finish.

     CA RCM creates the campaign and generates tickets with the layout you specified.

   • In the root-level ticket of an active campaign, click Close.

     Your Inbox appears. The layout you specified is applied to tickets of the campaign.