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Field reference

HD Ticket

How to use HD Ticket in Helpdesk & Requests: access, working steps, fields, related records and troubleshooting.

Operations & SupportUpdated 12 October 2026Configuration-aware guidance
Open HD Ticket ↗Module guide

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 record 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: Subject, 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

  1. Open HD Ticket from Operations & Support → Helpdesk & Requests, or use ERP Search.
  2. Filter the list and open the relevant record. To add a record, use Add/New when your role provides that action.
  3. 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.
  4. Save the record and address validation messages. Reload and verify the saved values and relationships.
  5. 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.

FieldType / behaviorHow to use it
SubjectsubjectData
Required		Enter the identifier or short text requested by the label. Preserve external reference numbers accurately.
Website chat conversationnexcom_chat_conversationData
Optional · Read-only		Enter the identifier or short text requested by the label. Preserve external reference numbers accurately.
Chat source websitenexcom_chat_sourceData
Optional · Read-only		Enter the identifier or short text requested by the label. Preserve external reference numbers accurately.
Chat consolenexcom_chat_urlData
Optional · Read-only		Enter the identifier or short text requested by the label. Preserve external reference numbers accurately.
Raised By (Email)raised_byData
Optional		Enter the identifier or short text requested by the label. Preserve external reference numbers accurately.
StatusstatusLink
Required		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

PrioritypriorityLink
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

Status Categorystatus_categoryData
Optional · Read-only		Enter the identifier or short text requested by the label. Preserve external reference numbers accurately.
Ticket Typeticket_typeLink
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

Teamagent_groupLink
Optional		Choose an existing linked record. Check its company and ownership; typing a label alone does not create a new relationship.

Linked record: HD Team

SummarysummaryText Editor
Optional		Maintain formatted content for the record; review any public-facing output before publishing.
DescriptiondescriptionText Editor
Optional		Maintain formatted content for the record; review any public-facing output before publishing.
TemplatetemplateLink
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 Template

KeykeyData
Optional · Read-only		Enter the identifier or short text requested by the label. Preserve external reference numbers accurately.
SLAslaLink
Optional		Choose an existing linked record. Check its company and ownership; typing a label alone does not create a new relationship.

Linked record: HD Service Level Agreement

Response Byresponse_byDatetime
Optional · Read-only		Record the date and time in the configured system/user time zone.
Ticket raised outside working hoursraised_outside_working_hoursCheck
Optional · Read-only		Enable or disable the named option only when it matches the intended record behavior.
SLA Statusagreement_statusSelect
Optional · Read-only		Choose one of the configured list values. Status fields may be controlled by the record workflow.
Available choices
  • First Response Due
  • Resolution Due
  • Failed
  • Fulfilled
  • Paused
Resolution Byresolution_byDatetime
Optional · Read-only		Record the date and time in the configured system/user time zone.
On Hold Sinceon_hold_sinceDatetime
Optional · Read-only		Record the date and time in the configured system/user time zone.
Total Hold Timetotal_hold_timeDuration
Optional · Read-only		Enter the actual or planned duration using the field’s supported units.
First Response Timefirst_response_timeDuration
Optional · Read-only		Enter the actual or planned duration using the field’s supported units.
First Responded Onfirst_responded_onDatetime
Optional · Read-only		Record the date and time in the configured system/user time zone.
Average Response Timeavg_response_timeDuration
Optional · Read-only		Enter the actual or planned duration using the field’s supported units.
Last Agent Responselast_agent_responseDatetime
Optional · Read-only		Record the date and time in the configured system/user time zone.
Last Customer Responselast_customer_responseDatetime
Optional · Read-only		Record the date and time in the configured system/user time zone.
Resolution Detailsresolution_detailsText Editor
Optional		Maintain formatted content for the record; review any public-facing output before publishing.
Opening Dateopening_dateDate
Optional · Read-only		Choose the business date required for this field. Confirm its relationship to other dates on the record.
Opening Timeopening_timeTime
Optional · Read-only		Record the time in the format accepted by the field.
Resolution Dateresolution_dateDatetime
Optional · Read-only		Record the date and time in the configured system/user time zone.
Resolution Timeresolution_timeDuration
Optional · Read-only		Enter the actual or planned duration using the field’s supported units.
User Resolution Timeuser_resolution_timeDuration
Optional · Read-only		Enter the actual or planned duration using the field’s supported units.
ContactcontactLink
Optional		Choose an existing linked record. Check its company and ownership; typing a label alone does not create a new relationship.

Linked record: Contact

CustomercustomerLink
Optional		Choose an existing linked record. Check its company and ownership; typing a label alone does not create a new relationship.

Linked record: HD Customer

ERP request detailsnexcom_customer_requestLink
Optional · Read-only		Choose an existing linked record. Check its company and ownership; typing a label alone does not create a new relationship.

Linked record: NexCom Customer Request

ERP customernexcom_erp_customerLink
Optional · Read-only		Choose an existing linked record. Check its company and ownership; typing a label alone does not create a new relationship.

Linked record: Customer

Request categorynexcom_request_categorySelect
Optional · Read-only		Choose one of the configured list values. Status fields may be controlled by the record workflow.
Available choices
  • RFQ / RFP
  • Order inquiry
  • Invoice dispute
  • Profile correction
Supplier requestnexcom_supplier_requestLink
Optional · Read-only		Choose an existing linked record. Check its company and ownership; typing a label alone does not create a new relationship.

Linked record: NexCom Supplier Request

ERP suppliernexcom_erp_supplierLink
Optional · Read-only		Choose an existing linked record. Check its company and ownership; typing a label alone does not create a new relationship.

Linked record: Supplier

Private employee requestnexcom_employee_requestLink
Optional · Read-only		Choose an existing linked record. Check its company and ownership; typing a label alone does not create a new relationship.

Linked record: NexCom Employee Request

Email Accountemail_accountLink
Optional		Choose an existing linked record. Check its company and ownership; typing a label alone does not create a new relationship.

Linked record: Email Account

Via Customer Portalvia_customer_portalCheck
Optional		Enable or disable the named option only when it matches the intended record behavior.
Ticket Mergedis_mergedCheck
Optional · Read-only		Enable or disable the named option only when it matches the intended record behavior.
Merged Withmerged_withLink
Optional · Read-only		Choose an existing linked record. Check its company and ownership; typing a label alone does not create a new relationship.

Linked record: HD Ticket

Ticket Split Fromticket_split_fromLink
Optional · Read-only		Choose an existing linked record. Check its company and ownership; typing a label alone does not create a new relationship.

Linked record: HD Ticket

Ratingfeedback_ratingRating
Optional · Read-only		Complete the value according to the field label and the record’s validation rules.
Feedback (Option)feedbackLink
Optional · Read-only		Choose an existing linked record. Check its company and ownership; typing a label alone does not create a new relationship.

Linked record: HD Ticket Feedback Option

Feedback (Extra)feedback_extraLong Text
Optional · Read-only		Complete the value according to the field label and the record’s validation rules.
First Response Failed Byfirst_response_failed_byDuration
Optional · Read-only		Enter the actual or planned duration using the field’s supported units.
Resolution Failed Byresolution_failed_byDuration
Optional · Read-only		Enter the actual or planned duration using the field’s supported units.

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.
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