6.3 Custom Fields

The Custom Fields function allows screens in the system to be adapted to meet specific requirements of an organization, as additional fields can be created for different parts of the application.

Custom fields can be set for different system screens and include the option to select:

  • Data type

  • Style

  • Defining if the field is required or includes a description

  • Determining whether it can be viewed or edited by the Customer (Incident, Change and Service Request

    Custom fields only.)

NOTE:A maximum of 5 fields is allowed for each option.

6.3.1 Enabling a Custom Field

To enable a Custom Field:

  1. Select Setup>Custom Fields

    The Custom Fields screen appears.

  2. From the Category Filter drop-down list select the screen option

    The displayed list includes all screens where custom fields can be added.

    Custom Fields

    Custom Field Locations


    Additional field for Articles in the Knowledge Base.

    Change Requests

    Additional field for a Change Request.


    Additional field for Customer Information.


    Additional field for Service Request, Incident, Problem and Change Groups.


    Additional field for Incident Information.


    Additional field for Invoices. (Option visible when Billing>Invoices have been enabled for the system.)

    Org Units

    Additional field for an Organizational Unit.

    Partner Orgs

    Additional field for Partner Organization.

    LDAP/ADS Accounts

    Customized LDAP/ADS fields can be used to map to a Directory Server when importing user account details. See Authentication.


    Additional field for Problem details.


    Additional field for Release Management details.

    Service Requests

    Additional field for Service Request information.


    Additional fields for Service Level Agreement Information screen.


    Additional field for the Users Information screen.


    Additional field for Purchase Orders. (Option visible when Billing>Purchase Orders have been enabled for the system.)

NOTE:Problem, Change, Release and Service Requests are in Service Manager only

  1. To define a custom field, click on the appropriate field label hyperlink

    An editable window appears.

  2. Toggle the Active field to Yes

    Once activated, a list of options is displayed.



    Field Label

    Edit the Field Label by entering the relevant name. (Required.)

    NOTE:The label entered within this field is applied to the English UI. For it to appear in another language, configure this label in the Setup>Localization>Content tab.


    Defines the Custom Field visibility.


    Defines if the field is mandatory when displayed.

    Data Type

    The format required for the field.

    Select the data type from the following:

    • String (Text or List)

    • Number-Custom Field that requires a number

    • Boolean (Radio Buttons)

    • Date-Custom Field that requires a value in a date format

    • Currency- A currency can be defined for the Field

    • Hyperlink - A URL can be included in the field.


    From the options provided, the way the data type will be displayed.

    • String custom field - either an open text field or a list, or

    • Boolean custom field - uses radio buttons to define Yes/No or True/False.

    Unique Value

    When active, the system prevents the duplication of data within the customized field.

    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 that allows the User to enter details of what information the field is expected to capture. These details are accessible next to the custom field on the relevant screen.

6.3.2 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.

6.3.3 Custom Fields for Incidents, Change and Service Requests

If a custom field is enabled for an Incident, Change or Service Request, additional options are displayed. These include:


Customer Visible

The custom field is visible in the Customer Portal, otherwise it can only be viewed via Technician access.

Customer Editable

Allows the Customer to edit the content within this field.

Default Value

The custom field will automatically be populated with the value entered here when a request is created. This value can be edited within the request screen, if required.

NOTE:If Customer Visibility is set to No for a required field, then a Default Value must be defined. This will enable the Customer to save a new request without seeing the relevant field.

6.3.4 LDAP/ADS Accounts Custom Fields

The LDAP/ADS custom fields are used to define specific Customer and User fields configured within LDAP/ADS. The custom fields for Customers and Users are completed when Users and Customers are entered manually or imported using a .CSV file.

If Mixed Mode LDAP is applied, the same set of custom fields are used. These are listed with the label Mixed Mode within the Custom Field Category filter list.