Work.com Developer Guide

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Extend Work.com with Custom Solutions
Set Up Your Work.com Development Org
Develop a Workplace Command Center Solution
Package and License a Workplace Command Center Component
Understand the Work.com Data Model
Model Workplace Reopening with Shift Management
Evaluate When to Open or Close Locations with Workplace Strategy Planner
Add a Support App to Employee Workspace with Employee Concierge
Employee Concierge Data Triggers
Custom Field Used by Employee Concierge
Custom Metadata Types Used by Employee Concierge
wkdw__EmployeeToPersonAccountFldMap__mdt
wkdw__TicketCategoryDefinition__mdt
Implement a Queue Management Visitor Experience
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wkdw__TicketCategoryDefinition__mdt

Defines the type of ticket category in Employee Concierge. This custom metadata type is available in orgs that have Employee Concierge installed in API version 51.0 and later.

Supported Calls

describeLayout(), describeSObjects(), query(), retrieve()

Fields

Field Details
wkdw__IsActive__c
Type
boolean
Properties
Defaulted on create, Filter, Group, Sort
Description
Indicates whether this ticket category is active or not. By default, the value for this field is true.
wkdw__Name__c
Type
text
Properties
Filter, Group, Sort
Description
The unique name of the ticket category. The value for this field must match the corresponding API name value in the ticket category picklist field (wkdw__TicketCategory__c on the Case object).
wkdw__QuickAction__c
Type
text
Properties
Filter, Group, Sort
Description

The set of fields associated with the ticket category. These fields are available on the new ticket form when this ticket category is selected.

Specify the full API name of the quick action, including the org namespace prefix.

The record type of the quick action determines the record type for tickets created using the associated ticket category. One record type can have several ticket category definitions associated with it.

Usage

Ticket categories give employees and IT Agents the ability to create more than one type of support ticket in Employee Workspace. Ticket categories can be based on any business need or classification, such as electrical, mechanical, or HR.

By default, only one ticket category is available, but additional categories can be created using the custom metadata type wkdw__TicketCategoryDefinition__mdt. For each ticket category, use the Ticket Category field (wkdw__TicketCategory__c) to give users the ability to choose from a category when creating a ticket. The wkdw__TicketCategory__c and

You can customize the fields and page layouts for each ticket category you create.