Properties are characteristics or attributes of tickets that are affected by the area or category the ticket is assigned to. For example, when you assign a request to a request area, the properties associated with that area are automatically assigned to the request.
To add properties to a request/incident/problem area
The Request/Incident/Problem Area List page appears.
The Request/Incident/Problem Area Detail page appears.
The Create New Property Template page appears.
Note: Properties that are defined without validation rules are presented as freeform text fields, which allow the user to enter any text string. To limit the property values to selections from a predefined set, you can specify validation rules.
The Request/Incident/Problem Area Detail page lists the new property on the Properties tab.
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