Using custom fields to map answers to email

[Alisha]

Hello,

I would like to map specific progressive capture answers to an email template and I understand that I need to use custom fields for this. However, does this mean that all logged requests will then show these fields in the Details section? I would only want to use the custom fields on one capture.

Many thanks,
Alisha

[Guest Ehsan]

Hi @Alisha,

You can add a custom field on a Service by Service basis. You can achieve this through View Details Form option in Service > Request Config tab > [Request Type] tab.

Below I've added a custom field (Initial Analysis in the screen-shot below). In my example, this field will only be visible when viewing an Incident that was raised against General Support Service, as per my Service's configuration.

 

You could also disable Show the field in view mode even if the value is blank option when editing the field in question. When viewing the Details section of a Request, the field will be hidden, until a value is provided.

I hope this helps.

Ehsan