Documentation forSolarWinds Service Desk

Custom fields

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Introduction

The custom fields feature lets you add fields in various modules of SWSD. Creating these additional fields (which can aid in further data collection), is all done with click-drag-drop actions.

Use case

When administrators identify the need to collect additional information, they can add fields to Custom Forms. This reduces back-and-forth, time-consuming correspondence between technicians and requesters.

For example, in situations where an end user completing a ticket about their computer selects the category: hardware, and then selects the subcategory: laptop, an administrator could add custom fields for additional prompts. A custom field could prompt for data such as the type of laptop, or perhaps it could deliver an automatic response such as, Have you tried restarting the laptop?, which could then prompt the user to respond Yes or No.

Create custom fields

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, dropdowns, check boxes, date and time, and even user selections.

Custom field scopes

There are two scopes for custom fields: Service Catalog and Global.

  • A service catalog field can only be used in the service catalog and can have the same name as other fields.

  • Global fields can be used across all modules in the application, including the service catalog. Global fields cannot share the same name as other global fields.

Creation steps

  1. Navigate to Setup > Service Desk > Custom Fields.

  2. Click Add .

  3. Enter a mandatory name for the new field and select a field type from the dropdown.

  4. From the Scope dropdown, select either Global or Service Catalog.

  5. Optionally, add help text.

  6. Click Save.

Example

When a field is populated with CI Status, the user is prompted for additional information from a dropdown menu.

After a custom field has been added to the appropriate form, you can elect to make the field visible on the portal (for requesters to include when submitting an incident) and/or make it mandatory.

As with ITSM objects such as incidents, problems, and changes, custom rields are all displayed on the Custom Fields index page, making it fast and simple to locate the field you need.

Custom fields can include:

  • Type
  • Last update date
  • Person who last updated field

Before you edit a custom field

Be aware:

  • Any edit/update to the values or default text in a custom field will be reflected in all places where that custom field is used.

  • You cannot change the field type or scope of a custom field after it has been created. If you need to change either the field type or scope, SolarWinds recommends creating a new field with the new type and scope.

  • If you choose to update existing custom field values, historical data, analytics, and reporting are all affected.

Hide or delete custom fields

You can delete custom fields only if they are not in use in any form. If you wish to delete a custom field that is in use, you must instead disable it by moving the Active toggle to Inactive.

To determine whether a custom field is in use:

  1. From the Custom Fields index page, locate the field you want details for.

  2. Hover over the row, and then click the eye to see the field's values and where it is being used. A new pane opens on the right containing two tabs: Values and Used In.

To hide a custom field that is in use:

  1. Navigate to Setup > Service Desk > Custom Fields.

  2. On the Custom Fields index page, locate the custom field you wish to disable.

  3. Click the Active toggle.

  4. In the Disable Custom Field dialog, click Disable.

To delete a custom field that is not in use:

  1. Navigate to Setup > Service Desk > Custom Fields.

  2. From the Custom Fields index page, hover your cursor over the custom field you wish to hide or delete until the ellipsis appears next to the Active toggle.

  3. Click the ellipsis and select Delete.

If you attempt to delete a custom field that is being used, you will see the message below. It provides you with information on where the custom field is being used.

Email variables

Variables can be used in any email. When you select a tab a list of the variables displays on the right. From there you can copy any variable by hovering over the variable name and then clicking Copy to the right of the variable.

The following variables are available:

  • {{assignee_full_name}}
  • {{attachments}}
  • {{change_number}}
  • {{change_title}}
  • {{change_type}}
  • {{department}}
  • {{event_initiator}}
  • {{event_initiator_email}}
  • {{event_initiator_phone_number}}
  • {{event_initiator_title}}
  • {{incident_category}}
  • {{incident_description}}
  • {{incident_number}}
  • {{incident_number_link_to_incident}}
  • {{incident_origin}}
  • {{incident_priority}}
  • {{incident_title}}
  • {{last_updated}}
  • {{main_event}}
  • {{received_at}}
  • {{requester_email}}
  • {{requester_last_name}}
  • {{requester_phonenumber}}
  • {{samanage_link}}
  • {{service_desk_logo}}
  • {{servicedesk_name}}
  • {{site}}
  • {{solution_number}}
  • {{solution_title}}
  • {{state}}

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