Custom fields extend the ticket form with information specific to your organization: a serial number, a site, a "loaned equipment" box… The Custom fields tab of Service Desk settings is restricted to Administrators and Service Desk administrators.
Create a field
The list shows each field with its Key, Name, Type, visibility on the Portal and Status. New field asks for:
- Technical key: unaccented letters, digits and "_", starting with a letter; unique. It is used by automation rules and macros, and cannot be changed after creation;
- Name, in each language: this is the label shown in the form;
- Type: Text, Number, Checkbox, Dropdown list, Date, CMDB asset or List from a source. Choose it carefully: changing it later has no effect;
- Available values: for a dropdown list, one value per line;
- CMDB object type: for a CMDB asset field, the type of object that can be chosen. This field type requires the CMDB module and at least one object type;
- Value source: for a List from a source field, the list provided by a module (for example a customer's equipment or contracts). The sources offered depend on the active modules;
- Category (empty = all) and Ticket type (empty = all): the field only appears on tickets of this category and type;
- Sort order;
- Required: the field must be filled in to save the ticket;
- Visible on the self-service portal: the requester also sees and fills in the field when creating a request; otherwise only agents see it.
When editing, Active removes a field from the forms without deleting it.
List from a source
A list from a source offers values that come from a module's data, and that depend on the ticket's requester: each requester only sees the values they are entitled to, for example those of their organization.
- In the form, type a few letters to search for a value;
- when an agent creates a ticket for someone, the list offers the values of the chosen requester, not the agent's. Changing the requester clears the field;
- a value that is not in the requester's list is rejected on save, from the screen as from the API;
- the chosen label is kept on the ticket: if the value later disappears from the source, the ticket still shows it and can still be edited;
- if the module providing the source is disabled, the field offers nothing, but the values already saved are still shown.
With the Users source, choose the scope: requester's organization, group (its members) or whole directory. "Whole directory" is reserved for fields only agents fill in: it is refused on a field visible on the portal. Except for "whole directory", the list only shows names, never addresses; a requester without an organization only sees themselves; if the Organizations module is disabled, "requester's organization" offers all active users.
In automation rules, this field is compared with the saved value (its identifier), not with the displayed label.
Where fields appear
Fields are shown in the ticket creation and edit forms, according to their category and type. They are also offered as columns in the ticket grid, as conditions in automation rules, and both macros and rules can fill them.
A field used in an automation rule condition cannot be deleted: remove the condition first, or deactivate the field.
See also
- "Set up the ticket reference data": categories and ticket types.
- "Automate ticket handling": use the fields in rules.