Adding Custom Ticket Fields

Custom ticket fields extend the information available to be stored for ticket, beyond the general system fields. You will first need to add a custom ticket field group, as a higher-level category, then add custom fields to the corresponding group in which they belong.

Accessing the Custom Ticket Fields Page

1. From the Ubersmith Dashboard, click Settings.
   
   The Ubersmith Settings page appears.
2. From the Support – General section, click Custom Ticket Fields.
   
   The Custom Ticket Fields page appears.

Complete the Add Custom Field Group Page.

A custom ticket field group is a higher-level category that contains associated custom fields to be applied to ticket.

1. From the Custom Ticket Fields page, click Add New Custom Ticket Field Group.
   
   The Add Custom Field Group page appears.
2. In the Name field, enter the name of the group you want to display on the Custom Ticket Fields page.
3. In the API Variable Name field, click edit and enter the corresponding API name for the custom ticket field group, if you want the API variable name to be different from the system-generated name.
4. Click Save or Save & New. 
   

Complete the Add Custom Field Page

Once a custom field group has been created, individual custom fields can be created in order to assign them to associated ticket. This page provides the means for custom fields to display on the Add New Ticket page or Edit Ticket page in the Custom Fields tab.

1. From the Custom Ticket Fields page, click add custom field.
   
   The Add Custom Field page appears.

   Note

   The fields in this tab change based on the selected value in the Type field.

2. In the Label field, enter the name to display for the custom field.

3. In the Type field, select the type of expected input information for the custom field; either a select box, multiple select box, text area, check box, or date. 

   Click here to view Type field inputs

   Text Input

   1. In the Field Size field, enter the number of digits to define the size of the custom field.
   2. In the Default Value field, enter the default value to display in the custom field.
   3. In the Regular Expression Match field, enter the rule for the data that will get entered in the custom field.
   4. In the Regular Express Help Text field, enter the message that will be shown to the user about the regular expression match.

   Select Box

   1. In the Enter possible values on separate lines field, enter the available selection choices.
   2. In the Default Value field, enter the default value to display in the custom field.

   Multiple Select Box

   1. In the Enter possible values on separate lines field, enter the available selection choices.
   2. In the Default Value field, enter the default values to display in the custom field.

   Text Area

   1. In the Rows field, enter the number of rows the text area should contain.
   2. In the Columns field, enter enter the number of columns the text area should contain.
   3. In the Default Value field, enter the default value to display in the custom field.

   Check Box

   • In the Default Value field, either select or leave blank to have the custom field be checked or blank.

   Date

   • In the Default Value field, enter the date to display in the custom field.
4. In the API Variable Name field, enter the name to be used as the API variable name. Clicking edit enables the field to be change.
5. In the Group field, select the associated custom ticket field group for this field.

6. In the Client Access field, select either none, view, or edit to configure the level of access the client will have from the Client Portal.

   Note

   The Client Access field enables you to configure your client's access for their account in the Client Portal.

7. In the Required field, select this field if the custom field will be required to be completed.
8. In the Unique field, select this field if the custom field should be unique across all custom field values of this type.
9. In the Show In Lists field, select either No or Position 1 through Position 5, to configure where the field will display in the Client Profile page.