Service Desk Help

Add Custom Field to Tickets

This topic describes how you can add a custom field to existing tickets, and new tickets (when created from both the admin pages and the Self-serve User Portal).

  1. Go to Settings - Tickets - Fields and click on New.
  2. To define the behaviour of the new field, complete the following as required:
  3. Field/Option Description
    Name The field label that will be displayed on the ticket.
    Default value The default value to display in the field.
    Type

    The type of field. Choose from Text Field or Dropdown.

    Options (If 'Dropdown' is chosen from type) Enter the options to display in the Dropdown. Separate options with a comma e.g. Option 1, Option 2, Option 3.
    Queue specific Choose a specific Ticket Queue if you want this field only to appear on tickets placed in that queue.
    Required Select if the field is mandatory.
    Internal

    Select if the field is for internal view only - and not visible to Customer end users.

    When unchecked, the field will be displayed both internally and externally.
  4. Click Save.

Your new field is added to all existing tickets and at the bottom of the New Ticket page: