Custom fields
Adding your own fields to cases, making them required and showing them to requesters.
Custom fields (Settings › Case setup › Custom fields) record information your team needs that ServAIceDesk does not have built in, such as the site, the number of affected users or a vendor's ticket number.
| Type | Holds |
|---|---|
| Text | A short line |
| Long text | Notes over several lines |
| Number | A whole or decimal number |
| Date | A calendar date |
| Select | One choice from a list you define |
| Checkbox | Yes or no |
Options for each field
- Case types: show it only on incidents, requests, changes or problems.
- Required: a case of those types cannot be resolved until it is filled in.
- Visible to requester: shown on the requester's view of their case.
- Active: switch a field off without losing the values already recorded.
Custom fields and canned responses offer Refresh when loading fails. Failed saves keep your draft; failed activation or deletion shows an error. Deleting a canned response asks for confirmation. Read-only workspaces cannot change these settings.
Can't find what you need? Signed-in admins can use Contact ServAIceDesk support under Settings › Billing & support.