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To add a new ticket field, click on the Create button and enter the required Field Code, Display Name, Description, Data Type, and whether or not a value is required in order to create a new CMS Ticket.
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For ServiceNow, BMC Remedyforce, and Freshworks Freshservice there are a number of out of he box fields which are made available for you by default. These out of the ox box fields cannot be removed. The Field Code must match the unique identifier as defined by the provider (e.g. JSON attribute names returned form used in the provider's REST API). |
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| Field Code | Display Name | Description | Data Type | Required |
|---|---|---|---|---|
| BMCServiceDesk__Change_Description__c | Change Description | A description for the change ticket | String | No |
| BMCServiceDesk__Reason_for_Change_Details__c | Change Details |
Freshworks Freshservice
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Ticket Fields
| Field Code | Display Name | Description | Data Type | Required |
|---|---|---|---|---|
| subject | Subject | A subject for the change ticket | String | No |
| description | Description | A description for the change ticket | String | No |
| change_type | Change Type | Long | Yes | |
| status | Status | Long | Yes | |
| priority | Priority | Long | Yes | |
| impact | Impact | Long | Yes | |
| requester_id | Requester Id | Long | Yes | |
| risk | Risk | Long | Yes | |
| planned_start_date | Start Date | String | Yes | |
| planned_end_date | End Date | String | Yes |
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| Key Name | Display Name | Description | Data Type | Required | Encrypted |
|---|---|---|---|---|---|
| FDBMCHR_URL | BMC Helix Remedyforce URL | BMC Helix Remedyforce Instance URL (https://<instance_name>.salesforce.com) | String | Yes | No |
| FDBMCHR_USER_NAME | BMC Helix Remedyforce User Name | BMC Helix User Name | String | Yes | No |
| FDBMCHR_PASSWORD | BMC Helix Remedyforce Password | BMC Helix Remedyforce Password | String | Yes | Yes |
| FDBMCHR_CLIENT_ID | Client Id | Connected App Client Id | String | Yes | Yes |
| FDBMCHR_CLIENT_SECRET_ID | Client Secret | BMC Helix Remedyforce Client Secret | String | Yes | Yes |
| FDBMCHR_APPROVED_SCRIPT | Approved Check Script | BMC Helix approved check Groovy script | String | No | No |
| FDBMCHR_REJECTED_SCRIPT | Rejected Check Script | BMC Helix rejected check Groovy script | String | No | No |
| FDBMCHR_DONT_POLL | Don't poll | Disable automatic polling (every minute) of BMC Helix tickets for status changes. Check if using REST API to communicate status changes to FlexDeploy. | Boolean | No | No |
| FDBMCHR_SOBJECT_URL | Specified Object URL | Object Name URL (/services/data/vXX.X/sobjects/{OBJECT_NAME}) | String | Yes | No |
| FDBMCHR_INCIDENT_CATEGORY_ID | Category Id | Category FK Id (e.g a216g0000005NvDAAU) | String | Yes | No |
Freshworks Freshservice
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Properties
| Key Name | Display Name | Description | Data Type | Required | Encrypted |
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| FDFS_URL | Freshservice URL | Freshservice URL (https://<your_helpdesk_domain_name>.freshservice.com) | String | Yes | No |
| FDFS_API_KEY | Freshservice API Key | API key for Freshservice | String | Yes | Yes |
| FDFS_APPROVED_SCRIPT | Approved Check Script | Freshservice approved check Groovy script | String | No | No |
| FDFS_REJECTED_SCRIPT | Rejected Check Script | Freshservice rejected check Groovy script | String | No | No |
| FDFS_DONT_POLL | Don't poll | Disable automatic polling (every minute) of Freshservice tickets for status changes. Check if using REST API to communicate status changes to FlexDeploy. | Boolean | No | No |
| FDFS_REQUESTER_ID | Freshservice Requester Id | Freshservice agent id for API access(should be a number) | String | No | No |
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