Item Type Request Fields

Within the system, service organizations can refine custom fields made available during the request creation process based on the Item assigned to the request.  In the Fields tab a User can create custom fields that apply to the Item Type. Therefore, when a request is logged against an Item that uses an Item Type with custom fields configured within the Fields tab, the Fields are made available within the Details tab of the request creation process.

These fields are in addition to the fields created by the Administrator within the Admin>Setup>Custom Fields, which are created for the specific Process, such as Incident, Problem, Change and Service Requests.

To create Field labels within the Type Information screen:

1. Click the Fields tab

2. Click Edit

3. Select a Field hyperlink
   The Custom Field screen is displayed.
   
   

4. Click Yes to activate the Field

5. Complete the following details:

   Categories Fields	Description
   Category
   Field Label	The name of the field.
   Active	Indicates if the field is active.
   Required	Indicates if the field is required or mandatory field.
   Customer Visible	Defines if the Customer can see the field within the Customer Portal.    If Yes is selected, define if the Customer can edit the field information on the Customer Portal.
   Data Type	Dictates the field's Data Type. The options available include : String - List or Free Text Number Boolean - radio buttons for Yes/No and True/False Date - creates a date field Currency- creates a currency field Hyperlink.
   Style	Defines how the data is recorded or presented in the field. (e.g., String - List or Free Text field.) See Lists  or below for more information about creating a list within the field.
   Unique Value	When active, the system prevents the duplication of data within the customized field.
   Default Value	Value entered is the default system entry for the field, when the field is not completed manually.
   Input Validation	When enabled the Input Mask and User Mask can be defined. Input Mask : A regular expression to use for data validation of values entered by a User (i.e., Zip/Post Code, telephone no.) User Mask: A User Friendly representation of the Input Mask that Customers can understand should it appear in a validation error message.
   Enable Description	When enabled a Description field appears, allowing the User to enter details of what information is the field is expected to capture. These details are accessible next to the custom field on the relevant screen.

6. Click Save
   The active Field will now be available during the request creation process, for all Items that use the Item Type.
   
   

Data Type - List

When the Data Type String - List is selected the List Contents field is displayed, which provides the facility to create a drop down list to be created as options within the field.

To create a new list entry within the List Contents field:

1. Right click the Entries link
   The Create option is displayed
   
   

2. Click Create
   A New node link displayed
   
   
    

3. Enter the name of the field

4. Click outside the field to save the entry
   
   

5. Repeat this process until all list entries have been added
   To create a nested list, right click on the relevant list entry and repeat the above process.
   
   
    

6. To move an existing entry to a new position, select the entry, then drag and drop the entry into its new location
   
   

7. When all the relevant details have been defined for the custom field, click Save.
   
   

Creating Nested List Entries

List entries can be expanded to include nested options.

To create a nested list:

1. Right-click the relevant list entry header
   The Create, Rename, Delete and Make Default options are displayed.
   
   

2. Select Create
   A text box will appear under the list entry.
   
   

3. Enter the name for the list entry

4. Click away from the text box to commit and save the change

5. Move an existing list entry to a new position, if required
   Select the entry, then drag and drop the entry into its new location

6. The above steps can be repeated until the nested list is complete.
   
   

Renaming a List Entry

Any list entry can be renamed.

To rename a list entry:

1. Right-click the list entry link
   
   

2. Click Rename

3. Edit the field content

4. Click away from the text field to save the change.

Deleting a List Entry

To delete a list entry:

1. Right-click the relevant list entry

2. Click Delete

3. Click Done when the list is complete.