This customization allows you to add fields in various modules of your SWSD. Creating these additional fields (which can aid in further data collection), is all done with click-drag-drop actions. For example:
When an administrator needs to collect additional information, they are able to add fields.
This alleviates back and forth time consuming correspondence between the technician and requester
For example a User completing a ticket about their laptop selects Category - Hardware and Subcategory - laptop
Technician can build custom fields to automatically ask
Type of laptop
Have you tried to restart the laptop
The custom fields you create will reside in the Custom Forms.
You can create a variety of field types for more flexibility and help text to provide more guidance to requesters. You can incorporate aids such as text, dropdown, checkbox, date and time, and even user selections.
To begin, select Setup. Navigate to Service Desk and select Custom Fields.
To create a new field, click the icon. Enter a field name and type and add help text if desired. Click Save
After a custom field has been added to the appropriate form, you can elect to make the field visible on the portal (for requester’s to include when submitting an incident) as well as if this field should be mandatory.
As with ITSM objects such as Incidents, Problems, Changes etc., the Custom Fields are all displayed in the Custom Fields index page making it fast and simple to locate the field you need.
Examples of Custom fields located on index page:
- Last update date
- Person whom last updated field
- and so much more.
To proceed with the setup of your SWSD, click here to learn about Automation Rules.