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If you require any further additional information while adding a support rep apart from the pre-set fields in the new support rep form you can configure them under Support Rep - Additional Fields. You can add text fields, numeric fields and date type fields in the form.
To add additional fields,
Click the Admin tab in the header pane to open the configuration wizard page.
Click on
the Support Rep - Additional Fields
icon 
under the User and
Related Settings block. The Support
Rep - Additional Fields page opens. You can add up to 12 text fields,
four numeric and date/time fields.
Configuring Additional Text fields
By default, the Text tab is selected. Specify the Label for the Additional field.
Specify any relevant information about the additional field in the Description text field.
Select the Type of the text field by enabling the radio button. It can be either Single- Line, Multi – Line or Pick List (drop down list). For Pick List fields, the added values can be rearranged using the Up and Down buttons.
You can also specify default values to be pre-filled in the add new support rep form.
Save the settings.
Configuring Additional Numeric fields
Click on the Numeric tab.
Specify the Label for the additional field.
Specify any relevant information about the additional fields in the Description text field.
Save the settings.
Configuring Additional Date/Time fields
Click on the Date/Time tab.
Specify the Label for the additional field.
Specify any relevant information about the additional fields in the Description text fields.
Click Save to save the settings.
These additional fields will appear while adding a support rep under Additional Support Rep Details block. To delete a user-defined fields, instead of adding the label names, delete the existing label names you wish to remove from the fields of the form and click Save. The fields deleted is removed from the Add Support Rep form.
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