Setting Up the AI Parent Ticket Custom Field in Autotask for the AI Ticket Triage App

Creating an AI Parent Ticket custom field is a requirement for activating the Duplicate Detection feature of the AI Ticket Triage App. If this field is not set up, toggling the Duplicate Detection switch will result in a "Missing Field" error, preventing it from being enabled.

This article outlines how to create the Parent Ticket custom field in Autotask. 

Prerequisites 

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• Admin roles in Autotask and MSPbots 
• AI Admin role

How to set up the AI Parent Ticket custom field 

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1. Create the Custom Field. 
   1. Log in to Autotask. 
   2. Navigate to Admin > User-Defined Fields > Tickets.
      
      
       
   3. Click the +New button. 
      
      
       
   4. Enter AI Parent Ticket in the Name field and select Text (URL) from the Field Type dropdown list. 
      
      
       
   5. Click Save & Close. 
      
      
       
2. Associate the custom field with the ticket category.  
   1. Navigate to Admin > Features & Settings > Service Desk (Tickets) > Ticket Categories. 
      
      
       
   2. Select the Ticket Category that needs to be edited and click Edit. 
   3. Select the Details tab and go to Hidden Fields under the Sections & Fields section. 
      
      
       

   4. Find the AI Parent Ticket (UDF) custom field, then click the options menu and select Make Field Visible.  
      
      
       

      Do this step for each Ticket Category to ensure the custom field is visible in all categories.
   5. Click Save & Close. 

After completing the above steps, check if the AI Parent Ticket custom field is displayed on the ticket detail page. It should be there to ensure users can view the ticket information and perform relevant operations.