Ticket sources

SECURITY  Security level with Admin permission to configure Service Desk (Tickets). Refer to Admin security settings.

NAVIGATION   > Admin > Features & Settings > Service Desk (Tickets) > Sources

The ticket source indicates how the ticket entered your Autotask instance. Your Autotask instance is populated with a number of commonly used ticket sources, but you can create additional ones as needed. Ticket workflow rules can use the ticket source as a condition attribute, and the field can be displayed or filtered on in LiveReports.

  • When a new ticket is created, the Source field may be populated by the default selected on the ticket category. The category can also limit the available options and make the Source field required.

  • For tickets created by clients in the Client Portal, the default source is set on the ticket category assigned to the ticket's Client Portal Request Type. For tickets created from an incoming email, the default source is set in the Email Processing Mailbox. Refer to The Details tab.

Client Portal and Insourced are system ticket sources that cannot be deleted or modified. Their names are reserved, to prevent you from giving a custom source the same name as a system source.

To add a source, do the following:

  1. To open the page, use the path(s) in the Security and navigation section above.
  2. Click New. A new row will be inserted at the bottom of the list.
  3. Enter a Source Name.
  4. Click Save.
  5. To move the row to a different spot on the list that will appear in the Source dropdown on the ticket, grab the row handle and drag the row to a new location.
Option Description

Edit, Edit [Entity Name]

Puts the selected row into Edit mode or opens the Edit <Option> dialog. The fields that can be edited are usually the ones you populate when you create a new list item. Make your changes and click Save, or Cancel.

NOTE  On some pages, you may not be able to edit System options.

Activate/Inactivate, Activate/Inactivate [Entity Name]

New options are active by default.

  • When an option is inactivated, it is no longer available for use, but existing associations with other entities remain in place and in effect.
  • You will be unable to inactivate an option that is referenced elsewhere.

NOTE  Sometimes, the association that prevents inactivation is not obvious. For example, to inactivate a ticket status associated with Incoming Email Processing, you must select a different one first.

Delete, Delete [Entity Name]

The ability to delete an option is severely restricted. List options cannot be deleted if:

  • The option is a system option
  • The option is the default option where a default is required
  • The option is associated with (has been used for) an entity

IMPORTANT  To preserve data integrity, Autotask prevents deletion of entities that have dependent entities or are referenced elsewhere! If you are unable to delete an entity, you should inactivate it to make it unavailable for use.

NOTE  A ticket source set as the default source for a Client Portal Request Type, Incoming Email Processing Mailbox, or an Autotask resource, must be replaced as the default before you can deactivate or delete it.