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Dependency Field Mapping

Field mapping allows for the connection of fields between different systems or within the same system for data consistency and automation.

Meta Field Mapping

Meta fields connect template-specific fields to standardized fields used across the system:

  • Create meta fields in the Meta Field submenu
  • Map corresponding ticket type fields to the meta field
  • Use meta fields in list views, dashboards, and reports

Benefits of Meta Field Mapping

  • Consistent Reporting: Compare data across different templates
  • Simplified Views: Create standardized list views
  • Dashboard Integration: Create insightful visualizations
  • Data Consistency: Maintain standardized data structures

External System Mapping

When integrating with external systems (like email servers), field mapping ensures data flows correctly:

Email Server Mapping

  • Map email properties to ticket fields (e.g., subject to summary)
  • Connect email attachments to ticket attachment fields
  • Ensure proper threading of email replies to ticket notes

Mapping Applications

For Dashboards

Meta field mapping enhances dashboard capabilities:

  • Stacked Bar Charts: Compare ticket volumes by category, location, or agent
  • Grouped Bar Charts: Track trends across multiple variables
  • Line & Series Charts: Analyze response rates and ticket trends over time

For Data Integration

  • API Integration: Map fields for incoming and outgoing API data
  • Import/Export: Facilitate data migration between systems
  • Synchronization: Keep related systems updated with consistent information