Tickets Field Reference
Exact ticket fields, sources, kinds, impact, urgency, priority, status categories, and change classes.
Tickets Field Reference
Use this reference when creating, updating, routing, or reporting on service desk tickets.
Required Fields
| Field | Type | Notes |
|---|---|---|
| Subject | Text | Required. Maximum 500. |
Common Fields
| Field | Type | Notes |
|---|---|---|
| Description | Textarea | Optional. |
| Board | Board select | Optional. Defaults to the org default. |
| Type | Ticket type | Optional. |
| Account | Account select | Optional requester account. |
| Contact | Contact select | Optional requester contact. |
| Impact | Select | Optional. |
| Urgency | Select | Optional. |
| Team | Team select | Optional. |
| Assignee | User select | Optional. |
| Tags | Tags | Optional. |
Priority is derived from impact × urgency. Tickets without impact and urgency have no priority and no SLA.
Source Values
manualemailportalapicross_org
Ticket Kind Values
incidentrequestproblemchange
Impact and Urgency Values
lowmediumhigh
Priority Values
lowmediumhighcritical
Status Category Values
newopenpendingresolvedclosed
Change Class Values
normalstandardemergency
Problem Fields
Problem tickets can include workaround and known error.