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Displaying IDs for items

Automating the Helpdesk

Every item within Deskpro has an ID number. The most commonly-used example is the ticket ID, but there are IDs for most items you can create as an admin: triggers, SLAs, apps, custom fields, etc.

Knowing these IDs is useful when checking or troubleshooting your helpdesk automation by viewing the full log of a ticket. You can see which actions and processes have changed the ticket properties, but they are referred to by ID number.

../_images/ticket-full-log-trigger.png

You can find out which ID belongs to which item from the admin page where you manage that item type.

Click the gear at the top right of the list of items, then enable Show IDs.

../_images/view-ids.png

This is an example of how trigger IDs are displayed when Show IDs is enabled:

../_images/triggers-ids-shown.png

You will also need these IDs when you are referring to a particular item using a variable: for example, within a snippet (in the agent interface), when editing templates, or when you are creating a custom report in the Reports interface.

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First published: 23/03/2017

Last updated: 30 Oct 2017 by Paul Davies