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 and can be assigned to one or more topics. You can also configure some fields to have default values and do more configurations as required.

By default, custom fields are shown on the case form. To stop using a field, set the field to hidden.

  1. Select Administration > Setup.
  2. In the Primary pane, click Configurable Lists & Sets.
  3. Click Custom Field Sets.
  4. Click Create.
    To configure an existing record, double-click a custom field set.
  5. Specify this information:
    Custom Fields Set
    Specify a name for the custom field set.
    Description
    Specify a brief description of the custom field set.
    Active
    Select this check box to make the field set available in the system.
    Default For New Topics
    Select this check box to apply this field set to new topics by default.
  6. In the Check Box Fields section, specify this information for each check box:
    Label
    Specify the name of the field
    Display
    Select this check box to make the field available. Clear to make the field unavailable. Unavailable fields are not displayed.
    Default
    Select this check box to apply the field to the case form by default.
  7. In the Date Fields section, specify this information for each field:
    Label
    Specify the name of the field
    Display
    Select this check box to make the field available. Clear to make the field unavailable. Unavailable fields are not displayed.
    Required
    Select if the field is always required or never required on the case form. For some fields, you can specify that the field is required when the case is closed.
  8. In the Select Fields section, specify this information for each field:
    Label
    Specify the name of the field
    Display
    Select this check box to make the field available. Clear to make the field unavailable. Unavailable fields are not displayed.
    Required
    Select if the field is always required or never required on the case form. For some fields, you can specify that the field is required when the case is closed.
    Default Value
    Select a default value. The default 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.
  9. In the Text Fields section, specify this information for each field:
    Label
    Specify the name of the field
    Display
    Select this check box to make the field available. Clear to make the field unavailable. Unavailable fields are not displayed.
    Required
    Select if the field is always required or never required on the case form. For some fields, you can specify that the field is required when the case is closed.
    Default Value
    Select a default value. The default value can be overwritten.
  10. Click Save.