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Home > HappyFox Service Desk > Account Setup & Configurations > Ticket Settings & Configurations > Manage Custom Fields > How to configure and customise Custom Fields in Service Desk?
How to configure and customise Custom Fields in Service Desk?
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Dec 29, 2023
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Custom fields can be created for the following entities

  1. Service Requests
  2. Incidents
  3. Problems 
  4. Changes
  5. Releases

Required Permission(s)

Manage All Custom Fields

  • Agents and Admins with this permission can view, create, edit and delete custom fields for the various ticket types like Service Requests, Incidents, Problems, Change and Releases. 
  • This is a Account level permission.
  • You can enable this permission by navigating to Roles and Permissions > Role type: Account > Tickets section

How to create a new custom field?

  • Navigate to Main Menu > Manage > Custom Fields > + icon or create button.
  • A Create Custom field right panel will open with the following field properties that can be configured.
  • Click on Create once you provide the required details below.

Field Properties 

Following are the list of field properties that will be available and can be configured for a custom field in Service Desk.

FIELD PROPERTY

DESCRIPTION

Field Name (Mandatory)

Name of the field you wish to create

Depends on

If the field should be dependent on another custom field. Choose the parent field here.

Type*

Datatype of the field
Available types are
1. Text
2. Number
3. Dropdown
4. Multiple Option
5. Date
Options* If dropdown or multiple option type is chosen, options need to be configured here. Click on + to add multiple options.

Default Value

Provide a default value for the field if required

Help text for Agents

Help text that needs to be displayed for the field.
Info icon - This help info will be displayed when hovered over the icon.

VISIBILITY AND REQUIRED PREFERENCES SECTION

  

Internal Field (Visible only to Agents)*

Choose whether the field should be Internal or External

  1. Yes - The field will be internal and will displayed only to agents

  2. No -  The field will be external and will displayed to both requesters and agents

Required*

Choose whether the field should be mandatory or not

Required on Ticket Completion*

Choose whether the field should be mandatory or not when moving a ticket to a completion status. (e.g. Closed)

Required on Team Change*

Choose whether the field should be mandatory or not when moving a ticket to a new team 

ASSOCIATE TEAMS SECTION

  

Team

Choose the team to which the field should be associated with.

Note:
The field will be visible or restricted to be used only by those teams. The fields will be available only when creating incidents or service requests respective to the selected teams.  

REQUESTER FORM PREFERENCES

 When the field you are configuring is not a internal field, this section will be displayed

Display Name for Requesters*

Name of the field that needs to be displayed to the Requesters when raising incidents or service requests in the Support Portal

By default, the Name of the field will be updated here.

Help text Display Format

Choose the way the help text needs to be displayed
1. Inline
2. Hover

Help text for Requesters

Help text that needs to be displayed for the field.
Inline - The help text will be displayed below the field

Hover - Info icon will be displayed. The help info will be displayed when the mouse pointer is hovered over the icon.
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