Custom Fields Tab in Process Settings

custom fields lets you to create the custom fields and use them in the campaign cautionary line a cautionary note is displayed at the top of the page stating the following it is recommended to make changes during non working hours since these changes will only become visible after users log in again additionally, some rule actions might require updating this message clarifies that newly created custom fields will appear on the agent’s screen only after the agent logs out and logs back in therefore, it is advisable to create or modify custom fields during off hours to avoid disrupting agents during active sessions default category of custom fields a default category of custom fields named "default category" will be created in the backend database while creating a process when the administrator will try to create the custom fields without creating a custom category, then the custom fields will be assigned to "default category" by default hence, the custom fields assigned in "default category" will be displayed on the user interface add a category of custom fields perform the following steps to create a category of the custom fields click "add category" button on the top left corner it shows the following pop up provide a name for the category and click "save" manage categories of custom fields you can create multiple categories by performing these steps the added categories gets listed in "category" drop down menu located on the top left corner here, you can select any category to perform any of the following operations add custom fields view the list of existing custom fields edit a category after selecting a category, click on edit icon to edit a category using the following pop up here, you can change the name of category click "save" to make the changes, else click "cancel" to discard it delete a category after selecting a category, click on delete icon to remove a cartegory the following warning message is displayed the deleted category cannot be restored the custom fields assigned to it will remain unassigned and you have to assign them to other category click "yes" to delete the selected category rather, you can click "cancel" to keep it create a custom field perform the following steps to create a custom field click "add" button to add a custom field using the following pop up provide a name for the custom field select a category using the "category" drop down menu in "type" drop down menu, select the type of custom field that you can to create singlelinefield select it to create a single line custom field you can use this to take the input in a single text line select any of the following data types for this field string integer decimal multilinefield select it to create a multiple line custom field or a textarea you can use this to take the input in the multiple text lines select "string" as the data type it is the only available data type here checkbox select it to create custom checkboxes the user can select any or multiple checkboxes it shows the "possible value" section in the pop up in "possible values" section, you have to provide the values for checkboxes that you want to create in the text field, provide a value and click + icon to add this textbox you can create mulitple check boxes to provide the multiple options of a query select any of the following data types for this field string integer decimal boolean to delete a checkbox, click "x" icon below any field value radiobutton select it to create custom radio buttons but the user can select only one of them it shows the "possible value" section in the pop up in "possible values" section, you have to provide the values for radio buttons that you want to create in the text field, provide a value and click + icon to add this textbox you can create multiple radio buttons select any of the following data types for this field string integer decimal to delete a field value, click "x" icon below it singleselectionlistbox select it to create a list containing multiple values but the user can select only one of them it shows the "possible value" section in the pop up in "possible values" section, you have to provide the values for the single selection list in the text field, provide a value and click + icon to add this textbox you can provide multiple values here select any of the following data types for this field to delete a field value, click "x" icon below it string integer decimal multiselectionlistbox select it to create a list containing multiple values the user can select any or mutliple values selecting it shows "possible value" section in the pop up in "possible values" section, you have to provide the values for the single selection list in the text field, provide a value and click + icon to add this textbox you can provide multiple values select any of the following data types for this field to delete a field value, click the "x" icon below it string integer decimal to delete a field value, click the "x" icon below it dependentsingleselectionlistbox select it to create a list containing values the user has to select a value to proceed further if multiple levels of such custom field are created, the values in the corresponding below level will be populated automatically and again the user can select only one of them perform the following steps in "possible values" section, provide a label for the first level of the list type the comma separated values in the text area scroll bar information in case of multiple values, the scroll bar will be displayed in this text area now, you can click "apply" to create the first level of the list to create the second level list, click "add level" just below the first level a drop down menu lists all values of the first level list you can select a first level value provide a label name and enter the multiple values in the comma separated format click "apply" to create a second level list select another value of first level list in the drop down menu, provide a label, and then enter comma separated multiple values you can scroll down to enter the values for the next fields click "apply" to save the list when you are in third level, you have to select the value in first level to load its corresponding values in the second level list after selecting a value in second level, the corresponding values in the third level list will be populated you can create nested levels of dependent lists to meet your requirements select "string" as the data type as it is the only one available data type to delete a list at any level, click the "delete" button for it datefield select it to create a list containing multiple values but the user can select only one of them it shows "possible value" section in the pop up select "datetime" as the data type, which is the only available data type here 9 regex the regex custom field is used to store the custom unique identifier for the tickets select any of the following options either to make the custom field mandatory either while creating the ticket or while closing it mandatory on creation select it to make the custom field to be filled while creating the ticket mandatory on closure select it to make the custom field to be filled while closing the ticket select "searchable" to make this field searchable the values of this field can be searched in the system select "non editable" to make the field non editable by the user however, you can keep it unchecked to let the users edit it as per requirement the created custom fields are listed on the left side view and modify custom field perform the following steps to view and modify the details of a custom field click the checkbox of a custom field to select it its details are displayed on the right side you can change the following values here name category add or remove possible values make it mandatory to fill either on the creation or the closure of a ticket make it searchable or not make it editable or non editable by the user click "update" to apply the changes rather, you can click "cancel" to discard the changes if any custom field is deleted or modified, then the agents are not required to logout and relogin to see the impact delete a custom field the deleted custom field cannot be restored perform the following steps to delete a custom field click the checkbox of a custom field to select it click the "delete" button to delete it the following message is displayed