Adding and configuring custom field sets

You can configure fields in addition to the fields that make up the standard field set. These fields are displayed only to service center users. A custom field set can be assigned to one or more topics. Some fields can be configured to have default values. Some can be configured to be required. By default, custom fields are shown on the case form. To discontinue using a field, set it to hide.

  1. Click Configurable Lists & Sets.
  2. Click Custom Field Sets.
  3. Click the Add button or double-click a custom field set.
  4. Specify this information:
    Custom Field Set
    Specify a name for the custom field set.
    Description
    Specify a brief description of the custom field set.
    Active
    Select this setting to make the field set available in the system.
    Default For New Topics
    Select this setting to apply this field set to new topics by default.
  5. In the Check Box Fields section, specify this information for each check box:
    Label
    Specify the name of the field
    Display
    Select this setting to make the field available. Clear to make the field unavailable. Unavailable fields are not displayed.
    Default
    Select this setting to apply the field to the case form by default.
  6. In the Date Fields section, specify this information for each field:
    Label
    Specify the name of the field
    Display
    Select this setting to make the field available. Clear to make the field unavailable. Unavailable fields are not displayed.
    Required
    Specify the degree to which the user is required to complete field.
  7. In the Select Fields section, specify this information for each field:
    Label
    Specify the name of the field
    Display
    Select this setting to make the field available. Clear to make the field unavailable. Unavailable fields are not displayed.
    Required
    Specify the degree to which the user is required to complete field.
    Default Value
    Click and specify a default value. This value can be overwritten. You can add values to the library of default values and then select it. To add a value, click to access the values menu, then click the Add button. In the Value field, specify the name of the value. Click the Save button. On the Custom Fields menu, click Cancel to close the default values menu. Click to access the values menu, select a default value, and click OK.
  8. In the Text Fields section, specify this information for each field:
    Label
    Specify the name of the field
    Display
    Select this setting to make the field available. Clear to make the field unavailable. Unavailable fields are not displayed.
    Required
    Specify the degree to which the user is required to complete field.
    Default Value
    Specify a default value. This value can be overwritten.
  9. Click the Save button.