How to link User fields to HelpDesk topics

This article explains how to use user fields between work order templates and HelpDesk topics. Setting up shared user fields will let you transfer data from a ticket to a work order automatically.

To share data between a ticket and the work order, you need to:

• Create the necessary custom user fields
• Link these user-defined fields to the HelpDesk topic(s)
• Link the user-defined fields to the work order template(s)

How to link user fields to HelpDesk topics

To link your custom user fields to HelpDesk topics go to:

Settings HelpDesk 'User field configuration'

In the new window, you can choose which topics you'd like to add user fields to. You can pick specific topics from the list or use the Link all button to connect user fields to all your topics.

In this example, we link a particular topic to a group of user fields. To do this, click on a topic in the list and then toggle the user fields you want to link.

When you are finished, click 'Save'. Link the user fields as needed, and close the window when you are done.

These user fields will now be visible to the reporter when they create tickets for these topics.

How to link user fields to work order templates

To link your custom user fields to a work order template go to:

Settings Operations & maintenance 'Work order templates'

In the new window, you can choose which work order templates you want to add user fields to. You can pick specific templates from the list or use the Link all button to connect user fields to all your templates.

In this example we link a group of user fields to a specific template. To do this:

Click next to a template Then click Link user fields.

Next, choose the user fields you'd like to link. These should correspond with the user fields from your HelpDesk topics. When you're finished, click 'Save'.

When a ticket is converted into a work order using the chosen template, the linked user fields from the ticket will be added to the work order automatically.