Steps to Add Custom Fields to a New Screen and Display Them in the Ticket Summary

1. Go to the Tickets tab.

2. Click on Screen Configuration.

3. Click on Add a Screen.

4. Provide a relevant name and description for the screen.

5. Click on Add.

6. From the list of screens, select the screen you just created.

7. Click on Select Fields for this Screen.

8. In the search bar, type First Response Locator Name.

9. Select the field and click Save.

10. Search for First Response Date.

11. Select the field and click Save.

12. Ensure both fields "First Response Locator Name" and "First Response Date" are displayed in the Screen Fields section.

13. Navigate to the Ticket Summary option.

14. Open the Screen Selection dropdown.

15. Choose the newly created screen from the list.

16. Ensure both custom fields are displayed on the Ticket Summary page.

Steps to Create a Custom Filter and Add Criteria in the Tickets Module

1. Go to the Tickets tab.

2. Click on Filter Configuration.

3. Click on Add a Filter.

4. Provide an appropriate name and description for the filter.

5. Click on Add.

6. From the list, select the filter you just created.

7. Click on Add a Criterion.

8. Select First Response Locator Name from the dropdown list.

9. Click on the Next button.

10. Choose one or more values from the list of locator names.

11. Click on Finish.

12. Select First Response Date from the dropdown list.

13. Click Next.

14. Choose the relevant date or date range.

15. Click Finish.

16. Ensure both First Response Locator Name and First Response Date appear under the Filter Criteria section.

Steps to Perform an Advanced Search Using Custom Criteria in Ticket Summary

1. Go to the Tickets tab.
2. Click on Ticket Summary.
3. Click on the Advanced Search icon.

For “First Response Locator Name”:

1. Click on the Add Criterion link.
2. Select First Response Locator Name from the dropdown list.
3. Choose the appropriate locator name(s) from the value selector.
4. Click the OK button.

For “First Response Date”:

1. Click Add Criterion.
2. Select First Response Date from the dropdown list.
3. Choose the relevant date or date range.
4. Click OK.