Linking Custom Cards to Cases / Tickets / Actions

Watch this video for an example of how to create Custom Data and Custom Cards for a Case.

Once you have created you custom fields you can link them to a Custom Card for subsequent displaying in a Ticket / Case or Action Screen. Cards can be displayed as part of the main section for Cases, Tickets and Actions, and as a side panel.

  • Side Panel card displays between the Contacts card and the Files card.

  • Main Panel card appears:

    • Ticket: After the Ttimeline card.

    • Case: After the Timeline / Action display card.

    • Action: After the Checklist card.

You can add a single card to the Main / Side panel section for a Case / Ticket / Action instance in Builder. Neither is mandatory.

Note: The same card should not be added in both locations and the same field should not be referenced in two cards showing on the same Ticket / Case / Action.

Linking Cards to a Case

Select available cards from the ‘Main Card’ and / or ‘Side Card’ dropdowns in the Case Info tab.

Linking Cards to an Action

Select available cards from the ‘Main Screen’ and / or ‘Side Panel’ dropdowns in the Action Info tab.

Linking Cards to a Ticket

Custom Card definition for a Ticket is done at the header level rather than per Ticket category. Access the card definitions for a Ticket via the settings toolbar icon:

Set the desired main and/or side panel card in the resulting popup:

Note that for Tickets you can also define a Smart Card to be used for Self Service Ticket submissions (these much be created separately from the smart cards defined for Work Manager Work Items).

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