Ticket types (Ticket type)

A ticket type is a configuration entity that lets you assign different process models to different types of tickets.

• To work with the ticket type catalog, select the Ticket types menu item in the ⚙️ settings of a space (Workflow).
• When a ticket type is created (or edited), the system sends a request to the process engine and retrieves the list of available process models from the space (Workflow) tenant. The keys of these models (process definition key) are shown in the drop-down list of the Process key field.

Attributes

Name (name)

String

Name is the name of the ticket type. Required field. Specified by the user.

Process key (process definition key)

String

Process key is the identifier of the process model associated with this ticket type. Selected from the list.

Description (description)

String

Description is an additional description of the ticket type. Optional field. Specified by the user.

Icon (icon)

String

Icon is a small graphic image that makes it easier to identify a ticket of the given type. Selected from the icon library.

New feature: “+ Add form”

The “+ Add form” button is available in the ticket type create or edit window.

After you click it, a list of available forms opens, and you can select the one you need. This form will be used in tickets of this type.

Configuring forms by states

After selecting a form, you must:

1. Create the required states for this ticket type (see Ticket state for details).
2. Return to the type and specify the states for which the form will be:
   • Available for viewing;
   • Available for editing.

After that, when a ticket of this type is created, the selected form appears automatically inside the ticket, showing the fields configured in the form designer.