Applies to: SharePoint Online and On-Premises
Description
This article describes the columns present in Tickets list in Crow Canyon Service Request applications (i.e. IT Helpdesk, Request Management, Facilities and Customer Service). Most of the columns are same in both SharePoint online and On-Premises, except few that are described separately below.
Columns and Purpose
1. Additional Contact
A Person or Group column which contains the AD reference for a person or group that should be aware of the SharePoint item. Used in notifications for new Tickets, assigned Tickets, and closed Tickets. Typically only notified when a Ticket is created.
2. Additional Information
A Multiple lines of text column which is auto-populated when Issue Type is chosen. The data comes from the Template column on the Issue Type list.
3. Additional Requester Email
A Single line of text column to capture a user’s email address when using the Incoming Email feature when the user is not in the company’s Active Directory. Can be used in notifications using NITRO Workflows and standard Notifications.
4. Agent
A Person or Group column. Used when the program installed is Customer Support. This captures the user who is creating the Ticket on behalf of the customer. It will auto-populate with the logged-in user when that person is creating the Ticket from the SharePoint UI.
5. Agent Department
A Single line of text column. Used when the program installed is Customer Support. Auto-populated with the Agent’s information from either Active Directory or SharePoint User Profile by Crow Canyon’s User Info Filler settings in NITRO Forms. Updated by a Crow Canyon workflow if the Agent value is changed.
6. Agent Email
A Single line of text column. Used when the program installed is Customer Support. Auto-populated with the Agent’s information from either Active Directory or SharePoint User Profile by Crow Canyon’s User Info Filler settings in NITRO Forms. Updated by a Crow Canyon workflow if the Agent value is changed.
7. Agent Phone
A Single line of text column. Used when the program installed is Customer Support. Auto-populated with the Agent’s information from either Active Directory or SharePoint User Profile by Crow Canyon’s User Info Filler settings in NITRO Forms. Updated by a Crow Canyon workflow if the Agent value is changed.
8. Appointments
A Multiple lines of text column. This is converted to an Associated Items column via NITRO Forms settings. It shows all Calendar events that are related to the current Ticket.
9. Approval Status
On-Premises: A choice column. It will be shown in Ticket display form. Used in approval workflows and it shows the current approval status of the Ticket.
10. Approver
On-Premises: A Person or Group column. Auto populated with the users based on the Approver Definition matched with the selected Category and Issues Type of the Ticket.
11. Assigned Date
A Date and Time column which is auto-populated by a Crow Canyon workflow when the SharePoint list item’s Assigned Staff column is populated.
12. Assigned Staff
A Person or Group column showing the person or people who is/are assigned to work the SharePoint item. The Assigned Staff column is referenced in Crow Canyon’s notifications workflows and can be auto-populated via Issue Type.
13. Assigned Days
On-Premises: A number column, used in “Assigned Time” calculation in Crow Canyon Product workflows. It is hidden in Ticket form.
14. Assigned Hours
On-Premises: A number column, used in “Assigned Time” calculation in Crow Canyon Product workflows. It is hidden in Ticket form.
15. Assigned Minutes
On-Premises: A number column, used in “Assigned Time” calculation in Crow Canyon Product workflows. It is hidden in Ticket form.
16. Assigned Team
A Person or Group column showing the SharePoint Group which is assigned to work the SharePoint item. The Assigned Team column is referenced in Crow Canyon’s notifications workflows and can be auto-populated via Category
17. Assigned Time
On-Premises: A Single line of text column, that shows the time taken from Ticket assignment to closure.
18. Associated Tasks
A Multiple lines of text column. This is converted to an Associated Items column via the NITRO Forms settings for the column. It shows sub-tasks to the parent item which can each have their own assignees and due dates.
19. Case ID
Unique reference number for the SharePoint item
20. Category
A Lookup column which references the Category List. The choice of Category will filter the options in Issue Type. This column can drive auto-assignment to a particular Assigned Team.
21. Closed Date
A Date and Time column which is auto-populated by a Crow Canyon workflow when the item’s Request Status is changed to Closed. Used to determine when to archive a Ticket.
22. Completed Ticket
Online: A Yes/No column. This column is hidden from the user interface. It is used to disable notification workflows in case a completed Ticket is updated in the future.
23. Contact
A Lookup column. Used when the program installed is Customer Support. This will populate with the Customer’s related Contacts.
24. Contact Email
A Single line of text column. Used when the program installed is Customer Support. This will populate Contact’s email address from the Contacts list.
25. Contact Phone
A Single line of text column. Used when the program installed is Customer Support. This will populate Contact’s phone number from the Contacts list.
26. Cost
On-Premises: A Currency type column. Technician can specify the cost for the Ticket as part of the Asset Maintenance.
27. Create KB Article
A Yes/No column which indicates whether or not to auto-create an item in the Knowledge Base list based on values in the given SharePoint item. A Crow Canyon workflow will initiate when the SharePoint item’s Request Status is set to Closed and this column’s value is Yes. Values in the Knowledge Base item will be set with the following formulas. It is configurable in Configurations utility (KB Mappings column).
- Ticket Title = Knowledge Base Title
- Ticket Category = Knowledge Base Category
- Ticket Issue Type = Knowledge Base Issue Type
- Ticket Description = Knowledge Base Wiki Content
- Ticket Resolution = Knowledge Base Resolution
- Ticket Resolution Notes = Knowledge Base Resolution Notes
28. Created
A standard SharePoint Date and Time column which populates with the date and time when the SharePoint item is first saved
29. Created by
A standard SharePoint Person or Group column to capture the logged in user who created the SharePoint item
30. Description
A Multiple lines of text column which can be used to further describe metadata about the incident or request being reported in the SharePoint item
31. Date of Response
On-Premises: A Date and Time column which is auto-populated by Crow Canyon Product workflows as part of SLA feature
31. Due Date
Online: A Date and Time column which is auto-populated either by the column’s settings itself, or by an SLA workflow set up in NITRO Workflows
On-Premises: A Date and Time column which is auto-populated either by the column’s settings itself, or by an SLA configuration set up in Application Administration
32. Elapsed Days
On-Premises: A number column, used in elapsed time calculation in Crow Canyon Product workflows. It is hidden in Ticket form.
33. Elapsed Hours
On-Premises: A number column, used in elapsed time calculation in Crow Canyon Product workflows. It is hidden in Ticket form.
34. Elapsed Minutes
On-Premises: A number column, used in elapsed time calculation in Crow Canyon Product workflows. It is hidden in Ticket form.
35. Elapsed Time
On-Premises: A Single line of text column, used in elapsed time calculation in Crow Canyon Product workflows. It shows the time taken from Ticket creation to closure.
36. Escalation Time
On-Premises:A Date and Time column which is auto-populated by Crow Canyon Product workflows as part of SLA feature
37. External Additional Contacts
On-Premises: A Multiple lines of text column. For Tickets created via emails, this column will have the email addresses of external users. For any notifications going to requester, these email addresses will be included.
38. Email History
A Multiple lines of text column. This is converted to an Associated Items column via NITRO Forms settings. It shows all incoming and outgoing emails that are stored in SharePoint (in the Email Tickets list) that are related to the current Ticket.
39. HiddenCategory
Online: A Single line of text column. Typically not visible in the user interface of the Ticket.Used in product app to recognize when a value is changed.
On-Premises: A Single line of text column. Typically not visible in the user interface of the Ticket. Used in SLA and Approval workflows to recognize when a value is changed.
40. HiddenPriority
Online: A Single line of text column. Typically not visible in the user interface of the Ticket.Used in product app to recognize when a value is changed.
On-Premises: A Single line of text column. Typically not visible in the user interface of the Ticket. Used in SLA workflows to recognize when a value is changed.
41. HiddenRequester
Online: A Single line of text column. Typically not visible in the user interface of the Ticket.Used in product app to recognize when a value is changed.
On-Premises: A Single line of text column. Typically not visible in the user interface of the Ticket. Used in SLA workflows to recognize when a value is changed.
42. HiddenType
Online: A Single line of text column. Typically not visible in the user interface of the Ticket.Used in product app to recognize when a value is changed.
On-Premises: A Single line of text column. Typically not visible in the user interface of the Ticket. Used in SLA and Approval workflows to recognize when a value is changed.
43. HiddenStatus
On-Premises: A Single line of text column. This column is hidden from the user interface. It is used to disable notification workflows in case a completed Ticket is updated in the future.
44. Issue Type
A Lookup column referencing the Issue Type list. The choices available are filtered by the choice made in the Category column.
45. Last Calculated Time
On-Premises: A Single line of text column, used in elapsed time calculation feature in Crow Canyon Product workflows. It shows when the elapsed/assigned times are last calculated.
46. Modified
A standard SharePoint Date and Time column showing the date and time when the SharePoint item was last updated
47. Modified by
A standard SharePoint Person or Group column to capture the logged in user who last modified the SharePoint item.
48. Notify Additional Contact
Online: A Yes/No column. When Yes, Crow Canyon standard Notifications will also send an email to this address. When No, Crow Canyon standard Notifications will not send an email to this address.
On-Premises: A multi Choice column. When “Do not Include in updates” option is not selected, Crow Canyon standard notifications will be sent to “Additional Contact”. When selected, Crow Canyon standard notifications will not be sent to the “Additional Contact”.
49. Previous Assigned Staff
A Person or Group column showing the previous value for the Assigned Staff column. The column is auto-populated by a Crow Canyon workflow which kicks off when the Assigned Staff column’s value is changed.
50. Previous Assigned Team
A Person or Group column showing the previous value for the Assigned Team column. The column is auto-populated by a Crow Canyon workflow which kicks off when the Assigned Team column’s value is changed.
51. Priority
A Choice column. Based on the column’s settings, it can show a different color for each choice option, and display the color both within the SharePoint item, and on the list view which displays the SharePoint item. The color can apply to the entire row, or to just the Priority column itself.
52. Reactivate Date
On-Premises: A Date and Time column which is auto-populated by a Crow Canyon workflow when the item’s Request Status is changed from Closed to In Progress (Closed Ticket is reopened).
53. Related Asset
Online: A Lookup column that references the Assets list as deployed with Crow Canyon’s Asset Management module.
On-Premises: A Lookup column that references the Assets list as deployed with Crow Canyon’s Asset Management module as a separate site.
54. Related Change Request
A Multiple lines of text column. This is converted to an Associated Items column via NITRO Forms settings. It shows all Change Requests related to the current Ticket. Only available when using Crow Canyon’s premium module with Problem and Change Management.
55. Related KB Articles
A Lookup column which references the Knowledge Base list. When one or more values are selected, Crow Canyon’s Email workflow can reference the values for inclusion in outgoing emails.
56. Related Problem
A Multiple lines of text column. This is converted to an Associated Items column via NITRO Forms settings. It shows all Problems related to the current Ticket. Only available when using Crow Canyon’s premium module with Problem and Change Management.
57. Request Status
Online: A Choice column which determines the status of the Ticket. The default values are Unassigned, Assigned and Closed. These values are used to kickoff Crow Canyon workflows for notifications and auto-population of values (e.g. Assigned Date and Closed Date).
On-Premises: A Choice column which determines the status of the Ticket. The default values are Unassigned, Assigned, Resolved, and Closed. These values are used to kickoff Crow Canyon workflows for notifications and auto-population of values (e.g. Assigned Date and Closed Date).
The value of Resolved and/or Closed also kicks off a workflow to create a Knowledge Base item when Create KB Article is Yes. See Create KB Article for more information.
58. Requester
A Person or Group column indicating the person requesting the SharePoint item. Auto-populated by Crow Canyon’s User Info Filler settings in NITRO Forms and in Configurations.
59. Requester Department
A Single line of text column. Auto-populated with the Requester’s information from either Active Directory or SharePoint User Profile by Crow Canyon’s User Info Filler settings in NITRO Forms. Updated by a Crow Canyon workflow if the Requester value is changed.
60. Requester Email
A Single line of text column. Auto-populated with the Requester’s information from either Active Directory or SharePoint User Profile by Crow Canyon’s User Info Filler settings in NITRO Forms. Updated by a Crow Canyon workflow if the Requester value is changed.
61. Requester Phone
A Single line of text column. Auto-populated with the Requester’s information from either Active Directory or SharePoint User Profile by Crow Canyon’s User Info Filler settings in NITRO Forms. Updated by a Crow Canyon workflow if the Requester value is changed.
62. Resolution
A Choice column offering options for how the SharePoint item was resolved. Used in conjunction with Resolution Notes to create a Knowledge Base list item when Create KB Article is Yes and Request Status is Closed. See Create KB Article and Request Status for more information.
63. Resolution Notes
A Multiple lines of text column capturing more detail about how the SharePoint item was resolved. Used in conjunction with Resolution to create a Knowledge Base list item when Create KB Article is Yes and Request Status is Closed. See Create KB Article and Request Status for more information.
64. Resolved Date
On-Premises: A Date and Time column which is auto-populated by a Crow Canyon workflow when the Ticket Request Status is changed to Resolved.
65. Responded
On-Premises: A Yes/No column. Used in SLA functionality to determine whether Ticket is responded or not.
66. Response Due
On-Premises: A Date and Time column which is auto-populated by Crow Canyon Product workflows as part of SLA feature.
67. Send for Approval
On-Premises: A Yes/No column. Used to trigger the Ticket approval.
68. SLA Applied
On-Premises: A Lookup column that references the SLA Definition list. It shows the applied SLA for the Ticket based on the selected Category and Issue Type.
69. Source Email Address
On-Premises: A Single line of text column. It is used to capture the incoming email address of Email Tickets list in Email to Ticket conversion feature.
70. Stop Clock
On-Premises: An Yes/No column which is used pause the Elapsed/Assigned Time calculation for the time being.
71. Ticket Source
A Choice column which can indicate how the SharePoint item’s information was first gathered and created. Default values are Phone Call, Web, Email, and Walk-in. The value is auto-set to Email when the Ticket is created using Crow Canyon’s Email Capture workflow.
72. TicketState
A Number column. Used to recognize whether Category or Issue Type or Assigned Staff or Assigned Team is already set on a Ticket or not. This helps to auto assign Ticket whenever a Category/Issue Type values are set first time on a Ticket.
73. Time Tracking
A Multiple lines of text column. This is converted to an Associated Items column via NITRO Forms settings. It captures multiple entries for amount of time spent on the Ticket. One or more users working on the Ticket can enter how much time they spent resolving the request or incident.
74. Title
A Single line of text column to capture the name of the SharePoint item within the table.
75. Type of Response
On-Premises: A Single line of text column which is automatically updated by Crow Canyon Product workflows as part of SLA feature.
76. Work Log
A Multiple lines of text column with “Append Changes to Existing Text” enabled to log ongoing work performed on the SharePoint item.
