Documentation forWeb Help Desk

Add a client custom field

You can add custom fields to the Client Info tab to track additional client information. Custom fields can be used to track any client information that is relevant to your support organization.

For example, if your company deals with sensitive data, you can add a custom field to track the client's security level. The security level might determine whether a client is granted access to certain network locations. Or, you can track whether the client is a contractor or a direct employee because certain services are available only to direct employees.

Information can be manually entered into a custom field, or it can be imported. If the information is stored on an Active Directory (AD) or LDAP server, you can map the custom field to the AD or LDAP schema and import this value along with additional client information.

This example adds a custom field called Contractor. The field has two radio buttons labeled Yes and No.

  1. Click Setup > Clients > Client Custom Fields.
  2. Click New.

    The Client Custom Fields screen displays the default values for a new custom field.

  3. Enter a Label to identify this field.

  4. Click the Display Order drop-down menu and select this field's position within the Custom Fields section of a ticket.

  5. In the Clients and Techs sections, specify whether clients and techs can see or edit the custom field, or if this field is required.

    Techs with admin accounts can edit all custom fields.

  6. Click the Type drop-down menu and select the appropriate text format type.

    Select... To...

    Text

    Numbers

    Currency

    Create a text box for up to 80 characters.
    Date Create a calendar field to add a date.
    Time/Date Create a field with a selectable calendar and time drop-down menus.
    Time Period

    Create a field with days and hours drop-down menus.

    Select the Use Business Time checkbox to use your normal business hours.

    Multiple Choice Create a field with one or more checkboxes.
    Single Choice Create a field with one or more radio buttons.
    Popup menu Create a field with one or more options in a drop-down menu.
  7. For your Type selection, select an available option. Some options may not display for your selection.

  8. Click Save.