Case
Employee Concierge uses the standard object Case to store and manage employee support ticket data. The Employee Concierge managed package also installs a custom field for the Case object.
| Field | Type | Properties | Description |
|---|---|---|---|
| wkdw__TicketCategory__c | picklist | Create, Filter, Group, Nillable, Sort, Update | Specifies the API name of the type of support ticket created by an employee or IT Agent. Available on the new ticket form if more than one category exists. By default, Employee Concierge includes one ticket category, IT. Available in API version 51.0 and later. The API name value in this field must match the value in the wkdw_Name__c field on the related wkdw_TicketCategoryDefinition__mdt record. |
To create more ticket categories, use the custom metadata type wkdw__TicketCategoryDefinition__mdt. If you add ticket categories, use the Ticket Category field (wkdw__TicketCategory__c) to give users the ability to choose from a list of available categories when creating a ticket. Ticket categories can be based on any business need or classification, such as electrical, mechanical, or HR.
See Also