问题
是否可以添加更多工单类型选项？
回答
默认类型字段属于系统字段，无法修改。工单类型有四个值：
- 问题
- 事务
- 故障
- 任务
此字段不是必填工单字段，可以留空。
您可以根据需要创建自定义下拉菜单字段，为工单类型添加更多值。然后，您可以使用此自定义工单字段，而不是原生工单字段。
实施此解决方案的步骤
- 在管理中心，单击侧栏中的对象和规则 (
)，然后选择工单 > 字段。 - 将鼠标悬停在类型字段上，然后单击选项菜单图标 (
) 并选择取消激活。要了解取消激活工单字段的影响，请参阅文章：了解创建、取消激活或删除工单字段对工单的影响。 - 添加新字段并选择下拉菜单作为字段类型。
- 在显示名称下输入名称。
- 在字段值下，为您自己的类型字段添加自定义值。
- 选择保存。
有关创建自定义工单字段的指南，请参阅文章：在您的工单和支持请求表格中添加自定义字段。
注意：如果您取消激活系统类型字段，所有工单都将默认为事务类型。无法在页面顶部添加按工单 ID 显示的自定义标签，系统也不能将该处留空。
13 条评论
Tanya Pagoni
It would be useful if the system default Type field could have the option to add more options in its dropdown such as a new value named Request, instead of having to disable it and create custom fields.
Needing to create a similar custom field just to be able to add one extra value after having worked on a large number of tickets for a long period of time, makes it quite difficult to stop using the default field as it is linked with various other Zendesk items and forms.
Thank you.
2
Mistyamber Reynolds
I'd like to request that "Escalation" be added to the system default field "Type". This way we can track customer escalations effectively. It would be nice if it functioned in the same way a Problem ticket functions.
0
Peter Godden
Hi Elizabeth, while it's unfortunately not possible with native Zendesk functionality, you are able to keep the native "Type" field and use a custom type field at the same time using our Field Conditions app. We have a blog post on how to make this work here. This will allow you to keep your current SLA calculations while also letting you still link incidents to problems.
0
Elizabeth Brewster
The issue with deactivating the "Type" field is that you can no longer use it to calculate SLAs. ZenDesk really needs to make this field editable, and enable admin to set up SLA calculations on any/all of the options.
1
Viktor Osetrov
Thanks for your interesting question.
Yes, you can keep both the default type field and the custom one:
1) When you have the default type field with Incident, then allow a ticket to be attached to a problem
2) However, for the custom type field when you are using Incident, unfortunately, you couldn't activate the "Linked problem" form
Hope for your understanding,
Kind Regards
0
Kelsey Davis
Thanks 1263659888089 - I mainly am asking if and how to do this so I can have a task on a problem or incident ticket - I guess I need both the default type field and the custom one. But can the custom one still have incident and then allow a ticket to be attached to problem?
0
Viktor Osetrov
Thanks for your question. Yes, for sure you can use custom fields and still get all the usual standard functionality of the native ticket field.
Please take a look at my steps below:
1) Initially you should create your custom ticket field (I called it Custom Type). It's a drop-down menu. You can choose 4 or 5 or others (up to your business needs).
2) Then you should deactivate the default questions. In my case I deactivated the Type Systems field:
3) After you should go to the Ticket form area
There you should update the Tickets default form
4) You should replace the default Type with your own Custom Type:
5) And here we go. Instead of the default Type system field (with 4 unchangeable options) we have our own Custom Type field (with 5 custom options).
Hopefully, it helps.
0
Kelsey Davis
I need incidents and problems to also be able to have tasks, is this possible to use custom fields and still get all the usual standard functionality of the native ticket field?
0
Blanca
Hi there Ankit,
This is to confirm that you may do so. I have tested it on my test account based on the article I. have shared. A ticket has been created on your behalf 6899204 so I can share the sample via e-mail.
Cheers,
Blanca | Customer Advocate
Chat with our live support!
https://support.zendesk.com/hc/en-us
0
Ankit Garg
Hi Bianca,
Thanks for your reply but I meant to say that I would like to be able to see my own defined Ticket type as a column in the view. For example, in the below image, the Type shows incident and I would like to show my own defined values here not the Zendesk standard ticket type values.
How can I do that?
0
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