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Custom fields can be created for the following entities in Service Desk.
- Requesters
- Requester Groups
Required Permission(s)
Manage Requester Custom fields
Manage Requester Group Custom fields
- Admins with this permission can view, create, edit and delete custom fields of Requester Groups.
- Both of the permissions are Account level permissions.
- You can enable this permission by navigating to Roles and Permissions > Role type: Account > Tickets section
How to create a new custom field for Requester and Requester groups?
- Navigate to Main Menu > Manage > Custom Fields > Requester or Requester Groups tab > + 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* |
Name of the field |
|
Depends on |
If the field should be dependent on another custom field. Choose the parent field here. |
|
Type* |
Datatype of the field Note: Once the field data type is set it cannot be changed later. |
| 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. |
|
Visibility and required preferences section |
|
|
Internal Field (Visible only to Agents)* |
Choose whether the field should be Internal or External
|
|
Required* |
Choose whether the field should be mandatory or not |
|
Requester Form Preferences section |
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 creating incidents or service requests from the support portal |
|
Help text Display Format |
Choose the way the help text needs to be displayed |
|
Help text for Requesters |
Help text that needs to be displayed for the field. Hover - Info icon will be displayed. The help info will be displayed when the mouse pointer is hovered over the icon. |
