Create/Edit a Custom Fields

Custom Fields in Help Desk allow Service Admins to capture, organize, and report on district-specific data within tickets. By creating and managing custom fields, administrators can tailor ticket forms to align with district workflows, reporting needs, and data collection requirements. To use a custom field in a ticket, it must first be created and then associated with a custom ticket template linked to a problem type.

Create a Custom Field

1. Navigation:
2. Admin
3. Field Management
4. All Fields

Service Admins can create custom fields to collect specific types of information when tickets are submitted or managed.

When creating a custom field, administrators define the field name, data type, requirements, and description that users will see when interacting with the field.

Custom Field Components

• Field Name: The label displayed on the ticket
• Field Type (Data Type): Determines the type of data allowed in the field
• Description: Provides guidance to users on what information to enter
• Field Parameters: Optional settings that control how the field behaves

Available Field Types

The Field Type determines the format of data that can be entered:

• Integer
• Decimal
• Text
• Checkbox
• Date
• Drop-down menu

Steps to Create a Custom Field

1. Select Create Custom Field.
2. Select a Data Type to define the field.

3. Enter a Custom Field Name.

4. Enter a Description to guide users.
5. Configure optional field parameters:
   • Multi-select: Allows users to select multiple options (for applicable field types)
   • Required: Makes the field mandatory when submitting or updating a ticket
   • Option List: Defines selectable values for drop-down fields
6. Click Create to save the custom field.
   • Select Cancel to exit without saving.

Edit a Custom Field

Service Admins can update existing custom fields as needed.

1. Select Edit to open the “Edit Custom Field” window.
2. Update the field details or parameters as needed.

Deactivate a Custom Field

Deactivating a custom field removes it from active use while preserving existing data.

1. Select Edit to open the custom field.
2. Click Deactivate. A confirmation message appears indicating the field will be hidden but data will be retained.

3. Select Yes to deactivate the field or No to cancel.
4. Click Update to save changes.

Associate a Custom Field to a Template

To use a custom field in tickets, it must be added to a Custom Ticket Template that is associated with a problem type.

See "Working with Ticket Templates" for instructions on associating custom fields with templates.