Administration › Service Desk › Application Data › Codes › Special Handling Types › Create a Special Handling Type › Special Handling Types Fields

Special Handling Types Fields

The following fields require explanation:

Name

Specifies the name of the special handling type, for example, VIP, Visually Impaired, Visitor, and so on.

Icon

Specifies the URL for the icon graphic that displays with the alert banner, for example, icon\visitor_icon.jpg, to display an alert banner. If you do not specify an icon URL, no alert icon appears on the ticket detail page. The format of the URL is http[s]://server_name:server_port/CAisd/img/icon_file. For example:

http://server_name:8080/CAisd/img/glasses.gif

Escalate Urgency

Uses the special handling type to escalate the corresponding ticket priority.

Auto-Display Notes

Indicates whether the contact notes (ca_contact.comments) automatically display in a alert banner following the alert text banner when the affected user of the ticket is associated with the special handling type.

Alert Text

Specifies the text to display in an alert banner, for example, Visitor. If you do not specify text, no alert text or highlighting appears on the ticket detail page.

Description

Describes the special handling type, such as Very Important Person.