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Add Custom Fields

Custom fields provide a way to collect more specific information for Service Desk records and customize which fields technicians see when creating incidents, problems, changes, releases and knowledge articles. They are ideal for adding additional information to records that are specific to the organization's needs, whether it be text fields, drop-down menus, or even dates and times. Custom fields can be created on a per-service or account-wide basis for any record.

Topics in this article:

Add custom fields

Rearrange custom fields

Edit custom fields

Delete custom fields

Add custom fields

1. Go to the Custom Fields page as follows:

  • To create custom fields on a per-service basis, go to Configure > Account-Wide Settings > Custom Fields tab.
  • To create custom fields on an account-wide basis, go to Configure > Services > [select service] > [Incidents, Problems, Changes, Releases or Knowledge tab] > Custom Fields tab.

2. Add custom fields as follows:

  • On the Incidents page, click New Incident Field.
  • On the Problems page, click New Problem Field.
  • On the Change page, the custom fields are broken down into 4 sections; click New Summary Field, New Plan Field, New Build Field or New Test Field.
  • On the Release page, the custom fields are broker down into 4 sections: click New Summary Field, New Plan Field, or New Test Fieldor New Deploy Field.
  • On the Knowledge page, click New Knowledge Field

3. On the New Custom Field page, customize the field as follows:

  • Choose a field type – Choose from text, numbers, drop-down lists, Yes/No questions, date selector or date/time selector.
  • User Settings – Enter the title that should appear above the field, specific any of the answers (depending on the field type) and include a "help" tool-tip if desired.
  • Customer Settings (incidents only) – Select whether this custom field should appear in the Customer Portal and specify what title should appear above the field.

Note: Use the Preview Custom Field box to make sure everything is how you want it.

4. Click Save when finished.

Rearrange custom fields

1. Go to Configure > Services > [select service].

2. Select the Incidents tab, Problems tab, Changes tab, Releases tab or Knowledge tab, then Custom Fields.

3. Click and drag the Move icon next to a custom field to move the order in which it appears up or down.

4. Click Save when finished.

Edit custom fields

1. Go to Configure > Services > [select service].

2. Select the Incidents tab, Problems tab, Changes tab, Releases tab or Knowledge tab, then Custom Fields.

3. Select the custom field that should be edited.

4. Make the desired changes, then click Save when finished.

Delete custom fields

1. Go to Configure > Services > [select service].

2. Select the Incidents tab, Problems tab, Changes tab, Releases tab or Knowledge tab, then Custom Fields.

3. Select the custom field that should be deleted.

4. Click Delete Custom Field at the bottom of the page.

5. Click OK when prompted to delete custom field.

 

Related

Use Services and Service Management

Create, Configure and Manage Services

Enable & Integrate a Service's Support Email Address

Create Templates (Incidents and Releases)

Set Priorities and SLAs (Incidents)

Set Priority Levels (Problems, Changes and Releases)

Set Statuses

Set Default Field Selections for New Incidents

Set Types

Set Categories

Set Approvers (Changes and Releases)

Set Up Triggers

Configure Service Access

Solicit Feedback (Incidents)