ServiceDesk Plus

    Incident - Additional Fields

     

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

    The following topics are discussed here:

    1. Adding Incident - Additional Fields

    1. Configuring New Fields in Incident Template

    2. Editing Additional Fields

    3. Deleting Additional Fields

    Steps to Add Incident - Additional Fields

     

    1. The maximum number of fields you can add is 90 (including all TextNumericData / Time and Decimal fields).
    2. The newly added fields need to be manually configured in Incident Templates.
    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. From the Helpdesk menu, click the Helpdesk Customizer icon .

    4. In the page displayed, click Incident - Additional Fields from the left side menu. The Incident - Additional Fields Configuration wizard is shown that lists the existing set of fields. From here, you will be able to add new fields.

    5. Click Add Field.

    1. The Incident - Additional fields window pops up that has six tabs as shown below. Click the relevant tab to configure the type of additional field you require.

    2. Click 'Save', if you want to add more fields. The form data will be saved and reset so that you can start adding the subsequent fields.

    3. Click 'Save and Close', if you wish to add only this field.

     

    • Click Save each time you move to the next tab for adding a new field (say, from Single-line to Pick List). If you click another tab without saving, an alert message will prompt you to do so.
    • Use the Preview section to instantly preview the values as you type.

     

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    Additional Field Types:

    1. Single-line / Multi-line (Text Additional Fields): If the additional fields to be created are for alphabets/alphanumeric characters, then use these Text additional fields.

    • Single-line: You can provide only a single-line text in this field (say, Name).

    • Multi-line: You can provide multi-line text in this field, in case if you require a lengthy description (say, Comments).

      1. Click the Single-line/Multi-Line tab.

      2. [This is a mandatory field] Specify the Label Name for the additional field.

      1. [Optional] Mention the Default Value for the label name you have given.

      2. [Optional] Specify the exact Value Length for the Single-line field. The allowed range of value is from 1 to 250.

      1. [Optional] Specify any relevant details about the label in the Description field.

    1. Pick List (Drop-down menu):

    If the additional fields to be created are for a list of values, then use this pick list.

    1. Click the Pick List tab.

    2. [This is a mandatory field] Specify the Label Name for the additional field.

    3. [Optional] Enter the required Values one-by-one in the text field provided and hit Enter. The values get added to the list below.

    1. [Optional] Specify any relevant details about the label in the Description field.

    Different Operations on Values:

    • Setting default value for the field: Mouse hover the desired value in the list. Click the icon to set that value as the default one to appear in the New Incident form. The default value is highlighted by green color.

    • Editing the value: Mouse hover the desired value in the list. Click the icon to modify it.

    • Deleting the value: Mouse hover the desired value in the list. Click the icon to remove it.

       

     

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    1. Numeric Additional Field: If the additional fields to be created are for numeric values, then use this Numeric additional field.

      1. Click the Numeric tab.

      2. Specify the Label Name for the additional field.

      3. Specify the exact Value Length for the numeric field. The allowed range of value is from 1 to 19.

       

      The Value Length is optional and is based on the Label Name you have chosen. For example:

      • If the Label Name is 'Extension Number' that should be of 4 digits, then specify the value length as 4.

      • If the Label Name is 'Quantity', which can have any value from 1 to 1000, then just leave the field blank.

      1. Specify any relevant details about the label in the Description field.

    1. Date/Time Additional Field: If the additional fields to be created are for Date/Time, then use this Date/Time additional field.

    1. Click the Date/Time tab.

    2. Specify the Label name for the additional field.

    3. Specify any relevant details about the label in the Description field.

    1. Decimal Additional Fields: If the additional fields to be created are for decimal values, then use this Decimal additional field.

    1. Click the Decimal tab.

    2. Specify the Label Name for the additional field.

    3. Specify any relevant details about the label in the Description field.

     

    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.

     

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    Configuring New Fields in Incident Template

    Once you add an additional field, you need to manually configure it in the Incident Template. You can do this by adding the field onto the canvas using the Drag and Drop method. Click here to learn more on customizing the templates.

    Editing Additional Fields

    1. From the Incident - Additional Fields Configuration wizard, either click the icon (or) the Name link corresponding to the field you wish to edit.

    2. Make the required changes and click Update.

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    Deleting Additional Fields

    1. From the Incident - Additional Fields Configuration wizard, click the icon corresponding to the field you wish to delete.

    2. Say OK to the confirmation message that pops up. The field gets removed from the Incident-Additional Fields list.

     

    Once a field is deleted, all the associated data will also be deleted and will not appear in the New Incident form.

     

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