Incident - Additional Fields

 

While creating an incident, you may want to capture additional details about the incident apart from the preset fields in the New Incident form. The Incident - Additional Fields help you configure the additional fields to display in the New Incident form. You can configure different types of fields in the form namely, Text fields, Numeric fields, Data / Time fields and Decimal fields.

 

To access the Incident - Additional Fields,

  1. Log in to ServiceDesk Plus application using the user name and password of an admin user.

  2. Click the Admin tab in the header pane.

  3. In the Helpdesk block, click the Helpdesk Customizer icon Request Form Customizer Icon. The next page displays the Category List view page along with the list of request form attributes that can be customized on the left menu.

  4. Click Incident - Additional Fields from the left menu. The Incident - Additional fields page has 4 tabs as shown below. Click the tab to configure the type of additional field you require.

Text Additional Fields

If the additional fields are for alphabets and alphanumeric characters, then use the Text Additional Fields. You can add up to 24 Text fields in the New Incident form.

  1. By default the Text tab is selected. Specify the Label name for the additional field.

  2. Specify any relevant information about the additional field in the Description text field.

  3. You have 3 types of text field namely, Single-line, Multi-line and Pick List (drop-down menu).

  4. You can also specify the Default Value to appear in the new incident form.

  5. Click Save button to save the settings.

 

Numeric Additional Fields

If the additional fields are for only numeric characters, then use the Numeric Additional Fields. You can add up to 8 Numeric fields in the New Incident form.

  1. Click Numeric tab.

  2. Specify the Label name for the additional field.

  3. Specify any relevant information about the additional fields in the Description field.

  4. You can specify the exact value of length for the numeric field in Exact Value Length. The exact value of length can be anything from 1 to 19.

  5. Save the settings.

 

Data / Time Additional Field

If the additional fields are for data and time, then use the Date / Time Additional Fields. You can add up to 8 Date / Time fields in the New Incident form.

  1. Click the Date / Time tab.

  2. Specify the Label name for the additional field.

  3. Specify any relevant information about the additional fields in the Description text fields.

  4. Save the settings.

 

Decimal Additional Fields

If the additional fields are for Decimal characters, then use the Decimal Additional Fields. You can add up to 8 Decimal fields in the New Incident form.

  1. Click the Decimal tab.

  2. Specify the Label name for the additional field.

  3. Specify any relevant information about the additional fields in the Description text fields.

  4. Save the settings.

NOTE: While specifying the decimal value, the allowed length of digits for the integer part should be less than or equal to 13, and the allowed length of digits after the decimal is 2. If the value exceeds, then the value would be truncated and saved.

 

Once you save the additional fields, a success message would appear asking you to configure the newly added fields in the Incident Template. The success message is followed by a Click here to configure link which takes you to the default request template. Here you can add the field onto the canvas using the Drag and Drop method. Refer Incident Template to learn more on customizing the templates.

 

Delete Additional Fields

To delete an incident - additional field,

  1. From the Incident - Additional Fields page, remove the label name of the additional field you want to delete.

  2. Click Save button. The field is removed from the Incident - Additional Fields page and would not appear in the New Incident form.

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