Additional Fields

Additional Fields: Using Custom Fields

As part of the service delivery process flow you may encounter the need for collecting more inputs as part of the service desk record. The built-in fields provided as part of SapphireIMS may not be enough to achieve this. You may require additional fields to be defined as per your process needs.

To achieve this, SapphireIMS provides a standard list of custom fields. The following section explains how to create custom fields and also use the same as part of specific service desk records.

In the 'Settings' panel, click on the '+' sign to expand 'Fields & Forms'. Click on 'Additional Fields' to display the Additional Fields configuration page.

The fields are described below.

Sr. No	Field Name	Description
1	Field Name	User-friendly name for the custom field that is to be created.
2	Field Type	The HTML field type that the custom field is to use. This field type can be added as per the user needs. It is explained in the section Form Fields Note: If the selected field type is ‘Generic Title’ then a check box ‘Is Collapsed’ will appear. Select this if the mentioned title along with its sub headings needs to be in a collapsed form while editing the service desk record
3	Show Help/Details icon	Check this box and enter the URL to view specific information related to custom field
4	Service	Select one or more 'Service' from the list. The Additional Field will be present only for the selected Services.
5	Sub Category	Select one or more 'Sub Category' from the list. The Additional Field will be present only for the selected Sub Category.
6	Consider Derived Fields	Select this box to display the ‘Derived Field 1’, ‘Derived Field 2’ and ‘Derived Field 3’ fields. It is not a mandatory field The derived fields will be displayed based on the sub category chosen Select the appropriate fields that need to be considered while submitting a service desk record
7	State	Select the state in which the field needs to be displayed
8	Is mandatory	Select the option ‘Yes’ if the mentioned field in the selected state should be mandatory or select ‘No’ if the field is not mandatory in the selected state
9	Add States	This button adds the state and the ‘Mandatory’ status Note: an additional field can be defined in such a way that it can be mandatory in one state and non-mandatory in another state
10	Roles	Select the roles for which the field is to be displayed
11	Access Permissions	Can be read only or editable. Select the appropriate option Note: An additional field can be defined in such a way that it can have different access permissions in different states
12	Update Disabled	Check 'Update Disabled' if the additional field cannot be edited. Here the additional field can be edited only while submitting the call but not in listing page.
13	Field Width (px)	Change the field width if needed to be different from the default which is 180. Widths are in pixels.
14	Add Roles	This button will add the selected role and the access permissions Note: more than one role and its respective access permissions can be added
15	Add Field	Click this button once all the roles with their respective access permissions have been added

Notes:

1. Additional fields are presented to the user while submitting a new service desk record based on the roles that are selected at the time of configuration as shown above

2. Click 'Save' to save additional fields and click the sign '' in the delete column to delete the additional field from the list.

3. To enable the asset search option for additional fields, the 'Field Type' should be either 'Select Box or Searchable Multi Select Box. See Form Fields. This will list the asset numbers from asset management in 'Submit Request' page or 'Edit Request' page.

Asset Field as additional field

Asset fields can be selected as service desk additional fields. To select asset field,

1. Enter the asset 'Field Name' and select the asset 'Field Type' from the list.

2. Check 'Is Asset Field' box and select the asset field from the 'Asset Field' drop down.

Attachments as additional field

Though ‘Attachments’ is a fixed field in Sapphire IMS, it can be configured as invisible to users, and defined as an additional field.

1. Click Service desk Settings and click on the '+' sign to expand Fields & Forms. Click Fixed Fields. Clear Attachments ‘visibility’ and ‘child visibility’ check boxes and click Save.

2. Create a new custom field as 'File Upload' as shown below. See Form Fields

3. Define File Upload as an additional field and provide access permissions only for required states and roles.

Configure column level access permission for grid control field

1. From 'Field Type' drop down, select the desired grid control and click 'Add Field' button after adding the states, roles and access permissions.

2. In the 'Defined Fields' section, click the plus sign next to the grid control. The columns for the grid control are displayed.

3. Click the 'Edit' icon to change the grid column configuration.

4. Change the state, roles, required property or access permission for the grid control column and click 'Update'. Similarly you can change the properties of the other grid control columns.