Editing Choice Tables

You can edit the choices in the list from HelpDesk Admin or from HelpDesk Web Admin. Both allow you to add new choices, delete choices, change choice text, and reorder choices.

Using HelpDesk Admin

Use HelpDesk Admin when you want to create new choice tables. Using the Field Editor, you can create the choice table and associate it with a field.

Also, use HelpDesk Admin when you want to edit the Progress choice table. Progress choices must be mapped to State choices (see Editing the Progress and State Lists) using the Field editor.

When to use HelpDesk Web Admin

Use HelpDesk Web Admin to edit existing choice tables (for example, when you want to edit choice text or add new choices). While you can create new choice tables in HelpDesk Web Admin, you cannot associate the new choice table with a field—for that you need to use the Field Editor in HelpDesk Admin.

Also, don’t use HelpDesk Web Admin to edit the Progress choice list. Use HelpDesk Admin instead. All Progress choices must be mapped to a State choice, and you cannot edit (or even view) that mapping in HelpDesk Web Admin.

Any new choices added to the Progress list are not mapped to a State choice. If you edit the text of a progress choice and the new text changes the sense of the choice, the State field must be changed. For example, if you change Resolved to Reopened, then Reopened still corresponds to the Closed state until it is remapped.

HelpDesk Web Admin can also delete choice lists when they are not referenced by a field.

Advantages of HelpDesk Web Admin

The advantage of HelpDesk Web Admin is that you can edit choice lists across the Web. You don't have to be sitting at a machine where HelpDesk Admin is installed. Also, you must use HelpDesk Web Admin to define global choice lists.

Related Topics

Editing Choice Text

Renaming Choice List Tables

Sorting Choice Lists

Editing the Substate and State Lists

Automatically Updating Choice Lists

Setting Default Values for Fields

Global Choice Lists