Fields Types

This option allows us to create in each of the tickets, different types of fields for the form, also to group them in sections and modify their order.

Add: To add a new field in a section of a ticket, we must click on the ticket section, then select in the field "Fields" the type of field to add, and finally, click on the specific button.

We will see how the new field is inserted at the end of the field listing of this section, being able to configure this field and modify its appearance order in the form by dragging up or down the field to be sorted.

Fields: Pop up menu where the different fields that can be inserted in a ticket appear.

Types of fields

Below is shown the common configuration options for all fields:

Spanish Name: It allows you to add the name of the field in Spanish.

English Name: It allows you to add the name of the field in English.

Mandatory: If checked, it will not allow you to leave that field unfilled.

Help ES: It allows you to add a help text in Spanish on the configured field.

Help EN: It allows you to add a help text in English on the configured field.

Type: Informative text of what type of field we are configuring.

Order: Management number assigned to the field, for positioning on the form.

Change Section: It allows you to change the field to a different section of the Ticket.

In the following points, we will treat each one of the available fields, and the detail of its own configurations:

INPUT: It allows adding a text field to the ticket, this text must not exceed one line.

E-mail: Activating the check, it will only allow adding text to the field with Email format. Example: support@globalsuite.es

TXT: It allows adding a text field to the ticket, the field will be adapted to the size of the inserted text.

DATE: It allows you to add a date field to the ticket, in order to establish time records.

Type of date: It allows to configure different types of date to establish records:
- Initial: It allows you to set the initial date of the ticket, it can be used to generate graphics and as a reference for sending alerts.
- Final: It allows to fix the final date of the ticket, it can be used for the generation of graphs.
- Planned start: It allows you to set the planned start date of the ticket, it can be used for the generation of graphics.
- Planned end: It allows you to set the planned end date of the ticket, it can be used for the generation of graphics.

Deadline alert: Activating this check, we will leave that date in red, alerting us that today's date is after the date registered in this field.
Dates Rules Configuration: This button allows you to define restrictions that must be met by the date field with respect to others, and may force it to be earlier than or equal to a given. When you open the view, it is possible to select which dates and what type of restriction exists with respect to the date that is being set.

CHECK: It allows adding a Check field to the ticket, which will give us the possibility to complete the ticket form with quick response questions Yes / No.

SELECT-NESTED: It allows to add a Nested Select field to the ticket, which will give us the possibility of adding two dependent Select the first of the second.

Show Description: Activating this option, we enable the visibility of a description text, below the nested select.

Description ES: Descriptive text of the Nested Select in Spanish.

Description EN: Descriptive text of the Nested Select in English.

Options: Table where we can add the different options that will be available in the first select.

Sub-options: Table where we can add the different options that will be available in the second select, these will be dependent on the option marked in the first select.

NOTE: To add sub-options, we must create in the first table all the options available for the first Select, once this is done, we must select some of those options, and we will add in the second table all the sub-options dependent on the option.

Example

1st option
- 1.1 New sub-option
- 1.2 New sub-option
2nd option
- '2.1' New sub-option
- 2.2 New sub-option

TICKET-INPUTS: It allows to add to the ticket a field of Tickets, with it we will view a table in which we can associate existing or new Tickets, to the ticket in question.

NUM: It allows to add to the ticket a field of numerical type, with it we will be able to restrict the entry to only numbers. It will also give us the possibility to limit the insertion range.

Minimum: Minimum value allowed in the field.
Maximum: Maximun value allowed in the field.
Maximum Decimals: Maximum number of decimals that can be entered in the numeric field.
Automatic: Indicates whether the value of the field is entered manually, or if activated, allows you to define how it is calculated from other numerical fields of the ticket:
- Formula: Indicates that the automatic field is obtained by a formula.
- Conditional Formula: It allows to apply conditions to obtain the value of the field, and calculate it differently according to them.
- Configure: When you press this button, a window opens where you can configure the automatic field calculation formula, from other numerical fields of that ticket.
Calculate Field: With this button you can recalculate the field value of all the records, in case of changing the formula used. It also adjusts the field value for all tickets, in case the maximum number of decimal places has been changed, rounding the numbers that exceed it.

SELECT: It allows to add to the ticket a field of type selection, in which we will have different options to select.

Options: Table where we can add the different options that will be available in the select. We can also add a specific description for each of the options added.

SUPERVISOR: It allows to add to the ticket a field of supervisor type, with it we can relate one or several employees with the ticket, depending on the number of fields of this type that we want to add, besides, it will give us the possibility of sending alerts to these related employees.

TICKET-OUTPUTS: It allows to add to the ticket an output field, with it we will see a table in which we can associate existing or new Tickets, to the ticket in question.

IMPACT: It allows adding a field of type Select, with configurable options to assess the impact.

Impact: Table of configuration of the different options of the field, with their values and descriptions.

NOTE: Related with the Urgency and Priority fields.

URGENCY: It allows you to add a field of type Select, with configurable options to assess the urgency

Urgency: Table of configuration of the different options of the field, with their values and descriptions.

NOTE: Related with the Impact and Priority fields.

PRIORITY: It allows to add a text label, resulting from evaluating the Impact and Urgency fields. This field will allow us to configure a series of labels that depend on some valuation ranges, to define which priority result we have based on urgency and impact.

Priority: Table of configuration of the different options of the field, with its maximum and minimum assessment range and the descriptions in each case.

NOTE: Related to the Impact and Urgency fields, it will give us a value resulting from taking the average of the values selected in the Impact and Urgency (add both values and divide it by 2). It is not allowed to add this field to the form if the Impact and Urgency fields have not been added before.

Example If we select in the Impact the Very Low option that has a value of 1 and in Urgency the Low option that has a value of 2.

Priority = (Impact + Urgency) / 2

Priority = (1 + 2) / 2

Priority = 1.5

Therefore, Priority will have the option of Very Low, with a Green color, since the result of 1.5, is within the maximum range of that Priority level.

STATUS: It allows you to add a selection field with the different possible states of a ticket. The states can be configured in name, description and type.

Statuses: Table of configuration of the different states of the ticket.
- INITIAL type: Initial state by default when we create a new ticket. You can only have configured a status of this type.
- INTERMEDIATE type: Intermediate status, there can be multiple statuses of this type, generally used to pass different stages in the process of managing a ticket.
- FINAL type: Final Status, there can be multiple statuses of this type, it blocks the ticket to read only, and it allows us to reopen the ticket to return to an initial state, with notifications to those supervisors/managers.

NOTE: These general statuses will be available whenever there is no Workflow selected in the ticket, in case this happens, the statuses that will appear in the field will be those configured in the Workflow.

REFERENCES: It allows you to add a table of records, these records will be references to URLs.

EMPLOYEES: It allows you to add a table of records, these records will be used by GlobalSUITE. It will give us the possibility of notifying via e-mail that the employee has been added to the ticket, in addition it will be able to alert this employee of actions of Creation, Modification and Closure of Tickets.

INVOLVED AREAS: It allows us to add a table of records, these records will be Areas of the company that will be related to the ticket.

CLIENT: It allows us to add a set of contact fields with different variants. We can directly associate a name and contact e-mail, or use an existing one in the Business Relations section.

Client/Contact: It will allow us to add a new Client / Company name or associating an existing one.
Group: Selection field with the different Groups available in the Business Relations section, depends on whether a Client/Contact has been associated.
Other contact: Text field to add the name of the contact.
E-mail: Text field to add the contact's e-mail.
Alert by E-Mail: By checking this option, when we save, GlobalSUITE will notify the contact.
Contact/Group: Selection field with the different Contacts available in Business Relations section, depends on whether a Client/Contact has been associated.

MANAGERS: It allows to add a table of records, these records will be employees of superior companies. Therefore, the table will be displayed in the form, only if it is in a child company.

RISKS: It allows us to add a table of records, these records will be risks that have been created in the configuration part in the table of Category Risks.

EVIDENCES: It allows us to add a table of records, these records will be associated documentation to the ticket, it will allow us to attach documents, add a date and a descriptions to have a total control of the registered evidences.

DELIVERABLES: It allows you to add a table of records, these records will be documentation associated with the ticket, it will allow us to attach documents, add a date and a descriptions to have full control of the deliverables.

SUPPLIER: It allows to associate to the ticket a supplier of the list that we have loaded in the option of Suppliers. We can add more than one field of this type, to be able to register which suppliers are related to the ticket.

INCIDENT MANAGEMENT PLANS: It allows you to add a table of records, these records will be related to an incident management plan. It will allow us to associate a series of impacts and levels with the ticket.

FOLLOWS UP: It allows you to add a table of records, these records will be tracking of the ticket, where it will be a record of the user's follow-up, with a date and its description. It will also give us the possibility of sending the follow-up to a list of emails that we define separated by ";".

SERVICES: It allows us to add a table of records, these records will be services defined in the MS Service Catalog. We can associate with this table, a ticket with the services to which it affects or is related.

ORGANIZATIONAL STRUCTURE: It allows us to add a table of records, these records will be part of the tree of the Organizational Structure defined in the option of Start up/Organizational Structure of the MG. We can associate with this table, a ticket with the part of the company that affects or is related.

ID: It allows us to add a text field that will generate a unique number for each of the tickets, this numbering can be automatic (random) or it can be Manual (defined pattern).

Innitial sequence: It allows us to define if the sequence is automatic and therefore generate a random number, or Manual and define the numbering pattern by which it will begin.

Editable: It allows you to define if once the ticket is created with a unique numbering, it can be modified.

WORKFLOW: It allows you to add a selection field where the workflows that we have defined for each of the tickets will be displayed. Once we select a Workflows for the ticket, in the state field the different states will be modified by default, by the statuses of the selected Workflow.

NOTE: In order to add this field, it is necessary to add the "STATUS" field first.

SIM1119pxULATION RISK: It allows us to add a table of records, where we can define for a specific incident or ticket, how it affects the items of a specific risk analysis. We can perform the simulation and subsequent incorporation to the analysis so that it affects the general values.

TYPE: It allows us to add a selection field where all types of MS tickets will appear, with this field, we can categorize the tickets as they have entered, in order to carry out a previous registration to assess what is related, either Non-compliance, Action, Corrective, etc.

NOTE: It can only be added once and in a single type of ticket, from where you can make the categorization.

OWNER: It allows us to add a table of records, where we can define that Employees (with user) are owners of the ticket, and therefore, we want them to have access to it.

PROCESSES: It allows you to select processes without depending on services.

EVENTS-ID: It shows the Event ID. This field is always sequential (a consecutive number). It is possible to indicate at which number the sequence will begin, if it has previously been managed externally to GlobalSuite®.

LINKED-EVENT: It allows you to select an event and link it to the ticket that is being edited. In this way, the fields "ROOT-EVENT" and "SEQUENCE" would be filled automatically.

ROOT-EVENT: It allows to indicate the root event on which the ticket depends. This is automatically filled in relation to the "LINKED_EVENT".

SEQUENCE: It's the position that the ticket occupies within the sequence of tickets that are dependent within the same root event.

QUANTIFICATIONS: It allows to configure both the quantifications and the recoveries.

For each of them, you can configure two types of fields:

Accounting Account Fields: This table allows us to define which fields will be used to define the accounting account of the quantifications and recoveries (the configuration is common to both). When selecting a field, in the table below you can define the options that can be set for that field, including the associate numerical value.

Additional Columns Quantifications / Recoveries: Here you can configure additional fields to define quantifications or recoveries. It is possible to define different fields for each type.

The columns of this table are:

Alias: Unique automatic identifier for each field.
Name ES: Name of the field in Spanish.
Name EN: Name of the field in English.
Sum: It allows to indicate if for that numerical field, we will be able to visualize the accumulated value at the end of the table.
Textual: If checked, the field will allow you to enter text, instead of just numerical values.
Automatic: Indicates whether the field is entered manually or calculated automatically using a formula.
Type Formula: Allows you to define how automatic numerical fields are calculated, whether using a single formula or a conditional formula. The formula can be defined using the "Configure" button in the table above. If you add a new formula or modify an existing one, it is possible to update these automatic fields using the "Calculate" button.
Formula: Shows which formula is defined.
Order: Indicates in what order the field will be displayed in the quantification or recovery table. It can be adjusted using the Up and Down buttons.

THREATS: It allows the direct relationship of a ticket with one or several risks (and vice versa). Once the risk has been associated with the ticket, the established relationship also appears from the Risk Analysis option.