Field reference
HD Settings
How to use HD Settings in Helpdesk & Requests: access, working steps, fields, related records and troubleshooting.
Purpose and access
Review customer and supplier requests as tickets, assign the responsible team, and record responses and resolution. Maintain the associated ERP party and document reference so support activity can be traced to the business record.
This page is a settings page in Operations & Support → Helpdesk & Requests. Use the link above to open the configured destination; permissions are checked by the destination service.
ERP links open in a new tab. Sign in with your own account; record visibility, actions and approval authority follow your assigned permissions. Screens can differ by company and configuration.
Before you start
Prepare the required information: Default ticket status, Ticket Reopen status.
Confirm the company, party, dates, units and source references that apply. Select existing links carefully and check for an existing record before creating a duplicate.
Working steps
- Open HD Settings from Operations & Support → Helpdesk & Requests, or use ERP Search.
- Review the existing configuration before editing.
- Complete the editable fields described below. Required fields and validation conditions must be satisfied; read-only values are set by the system or their source records.
- Save the record and address validation messages. Reload and verify the saved values and relationships.
- Use any additional workflow actions only when the record and your role provide them. Saving this record does not automatically complete a related transaction or external action.
Field reference
These fields come from the installed ERP definition. Hidden fields and password inputs are omitted. Additional conditions, custom scripts and workflow rules can make a field required or read-only in a particular context.
| Field | Type / behavior | How to use it |
|---|---|---|
Default prioritydefault_priority | Link Optional | Choose an existing linked record. Check its company and ownership; typing a label alone does not create a new relationship. Linked record: HD Ticket Priority |
Restrict tickets by Teamrestrict_tickets_by_agent_group | Check Optional | Enable or disable the named option only when it matches the intended record behavior. |
Do not restrict tickets without a Teamdo_not_restrict_tickets_without_an_agent_group | Check Optional | Enable or disable the named option only when it matches the intended record behavior. |
Restrict agent assignment to selected Teamassign_within_team | Check Optional | Enable or disable the named option only when it matches the intended record behavior. |
Disable saved replies with scope 'Global'disable_saved_replies_global_scope | Check Optional | Enable or disable the named option only when it matches the intended record behavior. |
Prefer knowledge baseprefer_knowledge_base | Check Optional | Enable or disable the named option only when it matches the intended record behavior. |
Default ticket typedefault_ticket_type | Link Optional | Choose an existing linked record. Check its company and ownership; typing a label alone does not create a new relationship. Linked record: HD Ticket Type |
Enable feedback for Customer Portalis_feedback_mandatory | Check Optional | If enabled, the feedback dialog will be shown, when a user tries to close a ticket. |
Enable comment reactionsenable_comment_reactions | Check Optional | Allow users to react to comments with emojis |
Allow anyone to create ticketsallow_anyone_to_create_tickets | Check Optional | If enabled, anyone will be able to create tickets (without any permission). |
Auto update statusauto_update_status | Check Optional | When enabled, the ticket status will automatically change to the status selected below whenever the agent responds to a ticket. |
Update status toupdate_status_to | Link Optional | Choose an existing linked record. Check its company and ownership; typing a label alone does not create a new relationship. Linked record: HD Ticket Status |
Automatically Close Tickets whenauto_close_tickets | Check Optional | Enable or disable the named option only when it matches the intended record behavior. |
Statusauto_close_status | Link Optional | Choose an existing linked record. Check its company and ownership; typing a label alone does not create a new relationship. Linked record: HD Ticket Status |
Auto-close after (Days)auto_close_after_days | Int Optional | Enter a whole-number value. |
Apply outside working hoursenable_outside_hours_banner | Check Optional | Let customers know they're raising a ticket outside working hours, and when they can expect a reply. |
Custom Outside Working Hours Messageoutside_working_hours_message | Small Text Optional | Provide concise contextual information relevant to the record. Avoid unrelated personal or confidential data. |
Auto-set customer from contactauto_set_customer_from_contact | Check Optional | Automatically set the customer on a ticket based on the contact's linked customer(s) |
Default ticket statusdefault_ticket_status | Link Required | Status of the ticket, when it is created in the system. Linked record: HD Ticket Status |
Ticket Reopen statusticket_reopen_status | Link Required | Status of the ticket, when a customer replies on the ticket. Linked record: HD Ticket Status |
Skip e-mail workflowskip_email_workflow | Check Optional | This field is used to skip email-related workflows for tickets. If this field is checked, no emails will be sent related to tickets, such as new ticket creation, status updates, or notifications. |
Instantly send e-mailinstantly_send_email | Check Optional | This field is used to send an email instantly without adding it into the queue. If this field is checked, the email will be sent immediately after clicking the "Send" button, instead of being added to the email queue for later processing. |
Namebrand_name | Data Optional | Enter the identifier or short text requested by the label. Preserve external reference numbers accurately. |
Logobrand_logo | Attach Image Optional | Image to be used in various places, including Login and Signup pages. An image with transparent background and 160 x 32 is preferred |
Faviconfavicon | Attach Image Optional | Appears next to the title in your browser tab. Recommended size is minimum 32x32 px in PNG or ICO |
Is setup completesetup_complete | Check Optional | Enable or disable the named option only when it matches the intended record behavior. |
Is name setup skippedinitial_helpdesk_name_setup_skipped | Check Optional | Enable or disable the named option only when it matches the intended record behavior. |
Name Weightname_weight | Int Optional | Enter a whole-number value. |
Subject Weightsubject_weight | Int Optional | Enter a whole-number value. |
Description Weightdescription_weight | Int Optional | Enter a whole-number value. |
Headings Weightheadings_weight | Int Optional | Enter a whole-number value. |
Enabledenable_email_ticket_feedback | Check Optional | If enabled, feedback email will be sent to the customer when you mark a ticket as the status selected below. |
Send feedback whensend_email_feedback_on_status | Link Optional | Choose an existing linked record. Check its company and ownership; typing a label alone does not create a new relationship. Linked record: HD Ticket Status |
Email Contentfeedback_email_content | Text Optional | Provide the required record description or content. Keep operational instructions clear and applicable. |
Enabledsend_acknowledgement_email | Check Optional | If enabled, a ticket creation acknowledgement email will be sent to the user right after creating an email ticket |
Email Contentacknowledgement_email_content | Text Optional | Provide the required record description or content. Keep operational instructions clear and applicable. |
Enabledenable_reply_email_to_agent | Check Optional | If enabled, an email will be sent to all of the assigned agents after a reply from one of the contacts |
Email Contentreply_email_to_agent_content | Text Optional | Provide the required record description or content. Keep operational instructions clear and applicable. |
Enabledenable_reply_email_via_agent | Check Optional | If enabled, an email is sent to all of the recipients associated with an agent's reply |
Email Contentreply_via_agent_email_content | Text Optional | Provide the required record description or content. Keep operational instructions clear and applicable. |
Troubleshooting
- Not permitted: verify the account, role and source-document permission. Do not share an administrator login.
- Missing record or address: inspect the relevant Link or Dynamic Link fields; a matching title alone does not establish a relationship.
- Cannot save or change status: review required fields, read-only values, document status and the configured approval transition.
- Unexpected report or portal result: review company/date filters, source-document submission and the approved party or Employee link.