Field reference
Support Settings
How to use Support 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
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 Support 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.
- 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 |
|---|---|---|
Track Service Level Agreementtrack_service_level_agreement | Check Optional | Enable or disable the named option only when it matches the intended record behavior. |
Allow Resetting Service Level Agreementallow_resetting_service_level_agreement | Check Optional | Enable or disable the named option only when it matches the intended record behavior. |
Close Issue After Daysclose_issue_after_days | Int Optional | Set this value to 0 to disable the feature. |
Get Started Sectionsget_started_sections | Code Optional | Administrator/integration field. Use a validated configuration or supported script and test its impact before deployment. |
Show Latest Forum Postsshow_latest_forum_posts | Check Optional | Enable or disable the named option only when it matches the intended record behavior. |
Forum URLforum_url | Data Optional | Enter the identifier or short text requested by the label. Preserve external reference numbers accurately. |
Get Latest Queryget_latest_query | Data Optional | Enter the identifier or short text requested by the label. Preserve external reference numbers accurately. |
Response Key Listresponse_key_list | Data Optional | Enter the identifier or short text requested by the label. Preserve external reference numbers accurately. |
Post Title Keypost_title_key | Data Optional | Enter the identifier or short text requested by the label. Preserve external reference numbers accurately. |
Post Description Keypost_description_key | Data Optional | Enter the identifier or short text requested by the label. Preserve external reference numbers accurately. |
Post Route Keypost_route_key | Data Optional | Enter the identifier or short text requested by the label. Preserve external reference numbers accurately. |
Post Route Stringpost_route_string | Data Optional | Enter the identifier or short text requested by the label. Preserve external reference numbers accurately. |
Greeting Titlegreeting_title | Data Optional | Enter the identifier or short text requested by the label. Preserve external reference numbers accurately. |
Greeting Subtitlegreeting_subtitle | Data Optional | Enter the identifier or short text requested by the label. Preserve external reference numbers accurately. |
Search APIssearch_apis | Table Optional | Add the relevant child rows and review required columns, quantities and references before saving. Linked record: Support Search Source |
Child tables
Search APIs — child-row fields
| Field | Type / behavior | How to use it |
|---|---|---|
Source Namesource_name | Data Optional | Enter the identifier or short text requested by the label. Preserve external reference numbers accurately. |
Source Typesource_type | Select Required | Choose one of the configured list values. Status fields may be controlled by the record workflow.Available choices
|
Base URLbase_url | Data Optional | Enter the identifier or short text requested by the label. Preserve external reference numbers accurately. |
Query Route Stringquery_route | Data Optional | Enter the identifier or short text requested by the label. Preserve external reference numbers accurately. |
Search Term Param Namesearch_term_param_name | Data Optional | Enter the identifier or short text requested by the label. Preserve external reference numbers accurately. |
Response Result Key Pathresponse_result_key_path | Data Optional | Enter the identifier or short text requested by the label. Preserve external reference numbers accurately. |
Post Route Stringpost_route | Data Optional | Enter the identifier or short text requested by the label. Preserve external reference numbers accurately. |
Post Route Key Listpost_route_key_list | Data Optional | Enter the identifier or short text requested by the label. Preserve external reference numbers accurately. |
Post Title Keypost_title_key | Data Optional | Enter the identifier or short text requested by the label. Preserve external reference numbers accurately. |
Post Description Keypost_description_key | Data Optional | Enter the identifier or short text requested by the label. Preserve external reference numbers accurately. |
Source DocTypesource_doctype | Link Optional | Choose an existing linked record. Check its company and ownership; typing a label alone does not create a new relationship. Linked record: DocType |
Result Title Fieldresult_title_field | Data Optional | Enter the identifier or short text requested by the label. Preserve external reference numbers accurately. |
Result Preview Fieldresult_preview_field | Data Optional | Enter the identifier or short text requested by the label. Preserve external reference numbers accurately. |
Result Route Fieldresult_route_field | 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.