Create custom fields for tickets

You can create custom fields to track additional ticket information. These fields can be displayed on all tickets or only certain types of tickets.

When you open a new ticket and select a request type, any custom fields attached to that request type are displayed in the ticket under Custom Fields.

1. Log in to Web Help Desk as an administrator.

2. Click Setup > Tickets > Ticket Custom Fields.

3. Click New.

4. In the Label field, enter a name for this custom field.

   

5. From the Display Order drop-down menu, select the custom field display order.

6. From the Type drop-down menu, select the type of field you want to create.

   Then specify the options for that type of field (if any). Options vary based on your Type selection, as described below.

   Selection	Description and type-specific options
   Text	Creates a text box for up to 80 characters and up to 15 lines of text. From the Width drop-down menu, select the maximum number of characters that the field can display. From the Height drop-down menu, select the number of lines that you can enter in the field. If you do not want the maximum number of characters to exceed the number of characters chosen in the Width option, select the Limit Input to Text Box Width checkbox. If you want to encrypt the data entered in the custom field before it is stored in the database, select the Encrypt in database checkbox. If you select this option after data has been entered in this field, the existing values are not encrypted until they are updated. Select Allow full-text to index only the first 255 characters in a custom field. Select this option when the custom field values could exceed 255 characters. Applying this option reduces your search performance.
   Multiple Choice	Creates a field with one or more checkboxes. Multiple checkboxes can be selected. In the Options field, enter the names of the checkboxes separated by a semicolon. For example: Option1,Option2,Option3
   Single Choice	Creates a field with one or more radio buttons. Only one radio button can be selected. Option1,Option2,Option3
   Popup Menu	Creates a field with one or more options in a drop-down menu. In the Options field, enter the names of the radio buttons separated by a semicolon. For example: Option1,Option2,Option3
   Number	Creates a text box for up to 80 numbers. From the Width drop-down menu, select the number of characters that the field can display. From the Scale drop-down menu, select the number of decimal places the value can have.
   Currency	Creates a text box for up to 80 numbers. From the Width drop-down menu, select the number of characters that the field can display. From the Scale drop-down menu, select the number of decimal places the value can have.
   Date	Creates a calendar field to add a date.
   Date/Time	Creates a field with a selectable calendar and time drop-down menus.
   Time Period	Creates a field with days and hours drop-down menus. Select the Use Business Time checkbox if you want to use the current business time zone.

7. In the Info field, enter information to help users complete the field.

   If you complete the Info field, an Info icon is displayed next to the custom field. When the user mouses over the Info icon, a tool tip displays the text you entered in this field.

8. Select the Searchable checkbox if you want to Include the custom field as a search option in the Advanced Search page.

9. Select the Allow full-text search checkbox if you want to include the full text in the search index instead of only the first 255 characters.

   For performance reasons, only the first 255 characters are indexed by default. Selecting this option reduces your search performance.

10. Select the Exclude from E-Mail checkbox if you don't want this field included in emails.

11. Next to Clients, select an option to define whether a client can view or edit the custom field, and if the field is required.

    The custom field is disabled when the field is not visible in the client interface.

12. Next to Techs, select an option to define whether a tech can view or edit the custom field, and if the field is required.

    Administrators can edit all custom fields. Custom fields that are required for techs are also required for administrators.

13. Specify which request types apply to this custom field. Only tickets with the selected request type will display this field.
    1. Next to Request Types, click the Edit link. The list of request types is displayed.

    2. Select one or more request types. To display the custom field on all tickets, click Select All below the list.

    3. Click Done to close the dialog box.

    The option to display custom fields must be enabled for the associated request types. Otherwise, the custom fields are not displayed on tickets with that request type.

14. Click Save.