Request - Additional Fields

While creating request, you may want to capture additional details about the request apart from the preset fields in the New Request form. The Request - Additional Fields help you configure the additional fields to display in the New Request form. You can configure different types of fields in the form namely, Text fields, Numeric fields and Data & Time fields.

 

 

To access the Request - Additional fields,

1. Log in to SupportCenter Plus application using the user name and password of an admin user.

2. Click on the Admin tab in the header pane to open the configuration wizard page.

3. Click on Helpdesk Customizer iconunder HelpDesk Settings.   

4. Click Request - Additional Fields linkfrom the menu list on the left hand side of the page. The Request - Additional Fields List page opens. You can add up to 40 text fields, 10 numeric and 10 date & time fields in the New Request form.

 

Text Additional Fields

 

If the additional fields are for alphabets and alphanumeric characters, then use the Text Additional Fields.

 

To add additional fields,

1. In the Request - Additional Fields List page, click Add New Field link at the top right corner.

2. You have 3 types of text field namely, Single-line, Multi-line and Pick List (drop-down menu).

   • Single-line: A Single-line text field is for text which can be accommodated in a single line.

   • Multi-line: The Multi-line text field is for text which requires a lengthy description.

   • Pick List (drop-down menu): The Pick List or drop-down menu allows you to add a list of items from which you can select. To add the items, enter the value in the text field. Click Add Item. The value is added to the list. To delete an item, select the item and click the Delete button. The added values can be rearranged using the Up and Down buttons. You can even sort the pick list values in ascending or descending order by selecting an option from Sort Items drop down.

3. Specify the Field Name for the additional field.

4. Specify any relevant information about the additional field in the Description text field.

5. You can also specify default values to be pre-filled in the add new request form. 

6. Click Save to save the settings.

 

Numeric Additional Fields

 

If the additional fields are for only numeric characters, then use the Numeric Additional Fields.

1. In the Request - Additional Fields List page, click Add New Field link at the top right corner.

2. Click on the Numeric image tab.

3. Specify the Field Name for the additional field.

4. Specify any relevant information about the additional fields in the Description text field.

5. Click Save to save the settings.

 

Date & Time Additional Fields 

 

If the additional fields are for data and time, then use the Date & Time Additional Fields.    

1. In the Request - Additional Fields List page, click Add New Field link at the top right corner.

2. Click on the Date & Time image tab.

3. Specify the Field Name for the additional field.

4. Specify any relevant information about the additional fields in the Description text fields.

5. Click Save to save the settings.

NOTE: Once all the 60 fields are added, the Add New Field link will disappear.

 

These additional fields should be added to the request template, so that the additional fields will appear in the Request form. The additional fields added or deleted can be identified using the "Column Name" field in the Request - Additional fields List page. It indicates the type of field added along with the field count. The text fields are represented as 'UDF_CHAR', the numeric fields are represented as 'UDF_LONG' and the date fields are represented as 'UDF_DATE'.

 

 

Edit Additional Field

 

To edit an additional field,

1. In the Request - Additional Fields List page, click the Edit icon beside the additional field you want to edit.

2. In the Edit Request - Additional Fields form, modify the required fields.

3. Click Save. At any point, if you wish to cancel the operation that you are performing, click Cancel. The modified field will be updated in the New Request form.

 

Delete Additional Field

 

To delete an additional field,

1. In the Request - Additional Fields List page, click the Delete icon beside the additional field you want to delete. A confirmation dialog appears.

2. Click Ok to proceed with the deletion. The field is removed from the Request - Additional fields List page and would not appear in the New Request form.