HD Ticket Template
How to use HD Ticket Template 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 record page in Operations & Support → Helpdesk & Requests. Use the link above to open the configured destination; permissions are checked by the destination service.
Before you start
Review the current settings or existing records and prepare the information needed for the change.
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 Ticket Template from Operations & Support → Helpdesk & Requests, or use ERP Search.
- Filter the list and open the relevant record. To add a record, use Add/New when your role provides that action.
- 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.
- Add the required child rows. Review each row’s identifiers, linked records and values, using the child-table field reference below.
- 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 |
|---|---|---|
Template Nametemplate_name | Data Optional | Enter the identifier or short text requested by the label. Preserve external reference numbers accurately. |
Additional Informationabout | Code Optional | Administrator/integration field. Use a validated configuration or supported script and test its impact before deployment. |
Fieldsfields | Table Optional | Add the relevant child rows and review required columns, quantities and references before saving. Linked record: HD Ticket Template Field |
Description Templatedescription_template | Text Editor Optional | Maintain formatted content for the record; review any public-facing output before publishing. |
Child tables
Fields — child-row fields
| Field | Type / behavior | How to use it |
|---|---|---|
Field (fieldname)fieldname | Data Optional | Enter the identifier or short text requested by the label. Preserve external reference numbers accurately. |
URL/Methodurl_method | Data Optional | Enter the identifier or short text requested by the label. Preserve external reference numbers accurately. |
Requiredrequired | Check Optional | Enable or disable the named option only when it matches the intended record behavior. |
Hide from customerhide_from_customer | Check Optional | Enable or disable the named option only when it matches the intended record behavior. |
Placeholderplaceholder | Data Optional | Enter the identifier or short text requested by the label. Preserve external reference numbers accurately. |
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.