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Field reference

HD View

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

Operations & SupportUpdated 12 October 2026Configuration-aware guidance
Open HD View ↗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

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

  1. Open HD View 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
LabellabelData
Optional		Enter the identifier or short text requested by the label. Preserve external reference numbers accurately.
IconiconData
Optional		Enter the identifier or short text requested by the label. Preserve external reference numbers accurately.
UseruserLink
Optional		Choose an existing linked record. Check its company and ownership; typing a label alone does not create a new relationship.

Linked record: User

Is Defaultis_defaultCheck
Optional		Enable or disable the named option only when it matches the intended record behavior.
Is Customer Portalis_customer_portalCheck
Optional		Enable or disable the named option only when it matches the intended record behavior.
Is Standardis_standardCheck
Optional		Enable or disable the named option only when it matches the intended record behavior.
TypetypeSelect
Optional		Choose one of the configured list values. Status fields may be controlled by the record workflow.
Available choices
  • list
  • group_by
  • kanban
DocTypedtLink
Optional		Choose an existing linked record. Check its company and ownership; typing a label alone does not create a new relationship.

Linked record: DocType

Route Nameroute_nameData
Optional		Enter the identifier or short text requested by the label. Preserve external reference numbers accurately.
PinnedpinnedCheck
Optional		Enable or disable the named option only when it matches the intended record behavior.
PublicpublicCheck
Optional		Enable or disable the named option only when it matches the intended record behavior.
FiltersfiltersCode
Optional		Administrator/integration field. Use a validated configuration or supported script and test its impact before deployment.
Order Byorder_byCode
Optional		Administrator/integration field. Use a validated configuration or supported script and test its impact before deployment.
Load Default Columnsload_default_columnsCheck
Optional		Enable or disable the named option only when it matches the intended record behavior.
ColumnscolumnsCode
Optional		Administrator/integration field. Use a validated configuration or supported script and test its impact before deployment.
RowsrowsCode
Optional		Administrator/integration field. Use a validated configuration or supported script and test its impact before deployment.
Group By Fieldgroup_by_fieldData
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.
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