Custom Field Management

[Jim]

I saw somewhere recently somebody asked about how we manage custom field allocations and having to have a spread sheet somewhere that managed it (which is what we currently do) but I couldn't find it, so feel free to join this to it if anyone can  

 

Would it be possible to add a new tab in the service portfolio here that had a list/pages of the custom fields where we could add our own descriptors, 

 

This data could then be used to populate display fields for here also, making it easier and more manageable and all within the product itself, and a big maybe - the nodes in the workflows for custom fields also 

 

[Bob Dickinson]

Hi @Jim

The issue we have with putting a tab at the Service level is that custom fields can be defined per request type within a Service e.g. for a Service called "Hardware", for Incidents Custom Field A may be labelled "Asset ID, but for Service Requests Custom Field A may be labelled "VIP User?"

You may already be aware, but on each Request Type tab within a service, there is a "View Details Form" button which allows you to define the custom fields that appear in the Form section - so you can manage your custom fields somewhat by remembering to keep this section up to date when you start allocating custom fields for different purposes. But this has no link to Captures and Processes - so if you were to define a mapping through an Intelligent Capture for example, you would have to also remember to come and update this area as well as a reference. 



I agree that improvements can be made to have a better way of visualising all Custom Fields in use (and not in use) as it is a difficult area to manage at present and it has not been optimised for reporting either. This was raised at our HUG events this year so our development team are aware of the challenge - we will continue to consider options around this and keep you up to date with any future improvements. Thanks for your feedback