Ticket fields are the items within a ticket form that contains various metadata for the ticket.
Instead of managing Zendesk ticket fields via Zendesk itself, we instead use GitLab itself via the ticket-forms-and-fields project. This allows us to have version-controlled ticket fields. For more information on managing Zendesk via the various GitLab projects, please review Using the sync repos.
| ID | Name | Type | Purpose |
|---|---|---|---|
| 23378203 | Subject | System | The subject of the ticket |
| 23378213 | Description | System | The description of the ticket |
| 23378223 | Status | System | The ticket's status |
| 23378233 | Type | System | The ticket's type |
| 23378243 | Priority | System | The ticket's priority |
| 23378253 | Group | System | The ticket's assigned group |
| 23378263 | Assignee | System | The ticket's assigned agent |
| 360009152259 | Professional Services Issues Type | Dropdown | The type of issue for ProServ tickets |
| 360005182220 | Self-Managed Subscription | Dropdown | The subscription of the SM customer |
| 4414446722578 | SGG | Dropdown | The support global group |
| 44087827 | SaaS Problem Type | Dropdown | The problem type for SaaS tickets |
| 360019182099 | Disable Task Notifications | Checkbox | If the agent wants due date notifications disabled on the ticket |
| 360020614420 | Area of Focus | Dropdown | The area of focus of the ticket |
| 360023727899 | Using reference architecture? | Dropdown | If the instance is using reference arch or not |
| 360020735259 | Ticket Stage | Dropdown | The stage the ticket is at |
| 360019377180 | Portal Problem Type | Dropdown | The type of issue for customerDot related tickets |
| 360021207840 | GitLab Starting Version | Regex | The version the instance is starting at |
| 24032033 | GitLab Issues | Textarea | gitlab.com issues involved with the ticket |
| 33257507 | Document this | Checkbox | Used in documentation issue generation |
| 360018253094 | Preferred Region for Support | Dropdown | The region the customer would prefer support in |
| 360017385259 | Runner Version | Regex | The version of the gitlab runner |
| 43970347 | GitLab Version | Regex | The version of the SM gitlab instance |
| 360005879599 | Special GitLab Program inquiries | Dropdown | The special program involved with the ticket |
| 360008828213 | Reason For Refund | Dropdown | The reason for the refund |
| 360005243959 | Company Name | Text | The customer's company's name |
| 360020614460 | Confirm security risk | Checkbox | A checkbox for the user to confirm the security risks involved with shared orgs |
| 360004394559 | GitLab Plan | Dropdown | The plan of the ticket (derived from the organization) at the time of creation/association |
| 360021324099 | Target GitLab Version | Regex | The planned version to upgrade to |
| 360020735299 | GitLab Learn subscription | Dropdown | The type of GitLab Learn subscription |
| 360005835080 | True-up troubleshooting | Dropdown | The type of true-up issue involved |
| 360005878859 | L&R: License troubleshooting | Dropdown | The type of license issue involved |
| 360005183820 | Sales contact name | Text | The sales person involved |
| 360005241679 | SaaS Subscription | Dropdown | The SaaS subscription as defined by the customer |
| 360020614480 | Shared Org Type | Dropdown | The type of shared org desired |
| 360020735319 | Customer Severity (maps to priority, do not change) | Dropdown | The ticket severity as defined by the customer |
| 360019755100 | Product/process note | Textarea | Notes on the product/process involved |
| 360019949920 | Unauthorized user | Text | The non-authorized user who replied on a ticket |
| 360020614500 | Shared org user list | Textarea | The list of users for shared org requests |
| 360020464233 | Product Stage | Multiselect Dropdown | The product stage of the ticket involves |
| 360020735339 | Request for CCs | Textarea | The CCs a user wants on their ticket |
| 360011793260 | SaaS Account Problem Type | Dropdown | The problem type for SaaS Account tickets |
| 360019683440 | Document Links Reviewed | Textarea | A list of documents reviews before contacting support (for partners) |
| 360019755120 | Other (Licensing) Note | Textarea | A note about what other means on L&R tickets |
| 360004445300 | Escalated to Sales | Checkbox | If the ticket has been escalated to sales |
| 360020288373 | Ticket ARR | Decimal | The ARR of the ticket at time of creation/association |
| 360017383799 | Due Date Notes | Textarea | Notes on what to do on the due date |
| 360017156474 | Self-managed Problem Type | Dropdown | The problem type for SM tickets |
| 360019377020 | Invoice Problem Type | Dropdown | The type of problem with a invoice |
| 360004257919 | Requested Namespace | Text | The namespace desired for namesquatting requests |
| 360007406719 | GitLab Install Type | Dropdown | The install type for the gitlab instance |
| 360020735359 | Billing/AR Team | Dropdown | If the ticket is for the Billing or AR team |
| 360019920259 | AR Problem Type | Dropdown | The problem type for AR tickets |
| 360015181699 | SaaS Runner Install Type | Dropdown | The runner install type for SaaS tickets |
| 360019166340 | System bugs & Incidents | Dropdown | Where the bug is stemming from |
| 360014776453 | Customer Priority | Dropdown | The priority the customer perceives the issue as |
| 360012167559 | Organization Name (partners) | Text | The customer's company's name for partners |
| 360020614540 | Support Ops Problem Type | Dropdown | The problem type for Ops tickets |
| 360008812434 | Subscription Number | Text | The subscritpion number |
| 4413932829586 | Impacted email address | Text | The email address impacted by the issue of the ticket |
| 360015090839 | Partner Organization Name | Text | The name of the partner |
| 360012194200 | Organization Email (partners) | Text | The organization's email for partner tickets |
| 360012167579 | Customer Name (partners) | Text | The customer's name for partner tickets |
| 360012194220 | Partner troubleshooting | Textarea | Where a partner puts what troubleshooting they did |
| 360005878959 | Trial - related inquiries | Dropdown | The categorey of trial request |
| 360012882099 | L&R Product Type | Dropdown | The product type for L&R tickets |
| 360007388340 | Self-Managed Runner Install Type | Dropdown | The runner install type for SM tickets |
| 360005693879 | Portal Bug | Checkbox | If the ticket is about a portal bug |
| 360017323960 | SaaS Free Problem Type | Dropdown | The problem type for free SaaS tickets |
| 360005248199 | Subscription Email | Text | The email of the subscription |
| 360019506119 | Billing Issue Type | Dropdown | The problem type for billing tickets |
| 360019378120 | Credit Card Problem Type | Dropdown | The type of problem when using credit cards |
| 360023497420 | 2FA Confirmation | Checkbox | A confirmation checkbox for 2FA tickets |
| 360017699279 | Billing Problem Type | Dropdown | The problem type for Billing tickets |
| 43892688 | GitLab.com Username | Regex | The gitlab.com username |
| 360005189080 | Email associated with your GitLab instance | Text | The email associated to the subscription |
| 360005248219 | Sales contact email | Text | The email of the sales person involved |
| 360019506139 | Refund Problem Type | Dropdown | The reason for the refund request |
| 360020421853 | Transactions Issue Type | Dropdown | The problem type for L&R tickets |
| 360012705760 | Product transfer request | Dropdown | The product the ticket is about changing to |
| 360019507939 | Complaint problem type | Dropdown | If the billing complaint is external or internal |
| 360012709859 | Sales assistance required | Dropdown | If sales assistance is required for the ticket |
| 43891688 | GitLab.com Project Path | Regex | The namespace path on gitlab.com |
| 360019970799 | Consumption Problem Type | Dropdown | The problem type for consumption tickets |
| 45195248 | Channel (Received at email) | Dropdown | How the ticket was created |
| 360012709879 | L&R: Documentation/Training | Checkbox | If the L&R ticket is about documentation or training |