Field reference
Issue
How to use Issue 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.
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.
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 Issue 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.
- 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 |
|---|---|---|
Seriesnaming_series | Select Optional | Choose one of the configured list values. Status fields may be controlled by the record workflow.Available choices
|
Subjectsubject | Data Required | Enter the identifier or short text requested by the label. Preserve external reference numbers accurately. |
Customercustomer | Link Optional | Choose an existing linked record. Check its company and ownership; typing a label alone does not create a new relationship. Linked record: Customer |
Raised By (Email)raised_by | Data Optional | Enter the identifier or short text requested by the label. Preserve external reference numbers accurately. |
Statusstatus | Select Optional | Choose one of the configured list values. Status fields may be controlled by the record workflow.Available choices
|
Prioritypriority | Link Optional | Choose an existing linked record. Check its company and ownership; typing a label alone does not create a new relationship. Linked record: Issue Priority |
Issue Typeissue_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: Issue Type |
Issue Split Fromissue_split_from | Link 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: Issue |
Descriptiondescription | Text Editor Optional | Maintain formatted content for the record; review any public-facing output before publishing. |
Service Level Agreementservice_level_agreement | Link Optional | Choose an existing linked record. Check its company and ownership; typing a label alone does not create a new relationship. Linked record: Service Level Agreement |
Response Byresponse_by | Datetime Optional · Read-only | Record the date and time in the configured system/user time zone. |
Service Level Agreement Statusagreement_status | Select Optional · Read-only | Choose one of the configured list values. Status fields may be controlled by the record workflow.Available choices
|
Resolution Bysla_resolution_by | Datetime Optional · Read-only | Record the date and time in the configured system/user time zone. |
Total Hold Timetotal_hold_time | Duration Optional · Read-only | Enter the actual or planned duration using the field’s supported units. |
First Response Timefirst_response_time | Duration Optional · Read-only | Enter the actual or planned duration using the field’s supported units. |
First Responded Onfirst_responded_on | Datetime Optional | Record the date and time in the configured system/user time zone. |
Average Response Timeavg_response_time | Duration Optional · Read-only | Enter the actual or planned duration using the field’s supported units. |
Resolution Detailsresolution_details | Text Editor Optional | Maintain formatted content for the record; review any public-facing output before publishing. |
Opening Dateopening_date | Date Optional · Read-only | Choose the business date required for this field. Confirm its relationship to other dates on the record. |
Opening Timeopening_time | Time Optional · Read-only | Record the time in the format accepted by the field. |
Resolution Datesla_resolution_date | Datetime Optional · Read-only | Record the date and time in the configured system/user time zone. |
Resolution Timeresolution_time | Duration Optional · Read-only | Enter the actual or planned duration using the field’s supported units. |
User Resolution Timeuser_resolution_time | Duration Optional · Read-only | Enter the actual or planned duration using the field’s supported units. |
Leadlead | Link Optional | Choose an existing linked record. Check its company and ownership; typing a label alone does not create a new relationship. Linked record: Lead |
Contactcontact | Link Optional | Choose an existing linked record. Check its company and ownership; typing a label alone does not create a new relationship. Linked record: Contact |
Email Accountemail_account | Link 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 |
Customer Namecustomer_name | Data Optional · Read-only | Enter the identifier or short text requested by the label. Preserve external reference numbers accurately. |
Projectproject | Link Optional | Choose an existing linked record. Check its company and ownership; typing a label alone does not create a new relationship. Linked record: Project |
Companycompany | Link Optional | Choose an existing linked record. Check its company and ownership; typing a label alone does not create a new relationship. Linked record: Company |
Via Customer Portalvia_customer_portal | Check Optional | Enable or disable the named option only when it matches the intended record behavior. |
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.