You can add various properties to Help Desk Tickets to be included when opening them. Follow these steps to add them:
1. Open the SOI Console
2. Now select Tools, Help Desk configuration.
3. These are a list of the default propertied you can use. Now Select the Ticket Properties tab.
4. Select the + button (Add a property)
5. Now select the 'more...' button under the Available property values list.
6. Here you can now add whatever additional properties you want to pass to your Help Desk Ticket.