Additional fields help you capture any extra information from users. You can configure different types of additional fields such as text, numeric, decimal, date, select fields, and cost fields. Additional fields can also be used to perform automations for a quicker ticket resolution process.
|
Field Type |
Explanation |
Accessibility |
|
Single-line |
Enter brief text or phrases |
All supported modules * |
|
Multi-line |
Enter detailed text or comments |
|
|
Pick List |
Select an option from the list |
|
|
Numeric |
Enter numerical values |
|
|
Date/Time |
Specify the date, day, and time |
|
|
Multi-select |
Select multiple values from the list |
Incident, Release |
|
Decimal |
Enter a decimal value |
Incident, Service, Worklog, Release, Project |
|
Radio Button |
Select an option from the list |
Release |
|
Check Box |
Select multiple options from the list |
Release |
|
Add Cost |
Specify the amount to be added during cost calculation |
License, Agreement, Purchase |
|
Subtract Cost |
Specify the amount to be subtracted from the total cost |
License, Agreement, Purchase |
* All supported modules include Incident, Service, User, Technician, Worklog, Problem, Change, Release, Project, Workstation, Asset, License, Agreement, Purchase, Purchase Request, Contract.
ServiceDesk Plus supports encryption of data at rest to ensure extra security to users' confidential information while storing them in the database. Only authorized users can access and decrypt secure data.
To encrypt an additional field, select the Encrypt this field check box when you create the field.
Among additional fields across the modules, you can encrypt single-line, multi-line, and pick list fields. You can encrypt any number of these supported fields.
Learn more about data encryption in additional fields.
Additional fields that contain personal details of users can be marked as personally identifiable information (PII). PII field data is completely erased from the database when the user is deleted, effectively anonymizing their personal details. You can thus secure users' information when they leave the organization, as required by privacy guidelines such as the General Data Protection Regulations (GDPR).
To mark additional fields as PII, go to Admin > Users & Permissions > Privacy Settings.
You can mark fields as PII while creating the field as shown below:
You can mark a field as PII when creating or editing the field. PII marking cannot be undone.
The maximum limit for field types is listed in the table below. Additional field types not included in the table can be configured within the overall limit for additional fields.
|
Modules |
Field Types |
14900 |
14920 |
15140 |
|
Admin Additional Fields Limit |
Total Number of Additional Fields |
500 |
500 |
1000 |
|
Single Line Additional Fields |
50 |
100 |
300 |
|
|
Multi Line Additional Fields |
50 |
100 |
100 |
|
|
Multi Select Additional Fields |
50 |
100 |
150 |
|
|
Checkbox Additional Fields |
50 |
100 |
150 |
|
|
Selectable Options Limit |
Maximum Selectable Options for Checkbox and Multi Select Additional Fields |
25 |
25 |
25 |
|
Template Additional Fields Limit |
Maximum Number of Additional Fields |
50 |
50 |
100 |
|
Refer Additional Fields |
5 |
10 |
20 |
|
|
Refer Additional Fields of Radio and Checkbox Types |
2 |
5 |
10 |
|
|
Multiselect and Checkbox Additional Fields |
12 |
25 |
50 |
The maximum limit for field types is listed in the table below. Additional field types not included in the table can be configured within the overall limit for additional fields.
|
Module |
Field Type |
14900 |
14920 |
15140 |
|
Admin Additional Fields Limit |
Total Number of Additional Fields |
1000 |
1000 |
2000 |
|
Single Line Additional Fields |
100 |
200 |
500 |
|
|
Multi Line Additional Fields |
100 |
200 |
200 |
|
|
Multi Select Additional Fields |
100 |
200 |
250 |
|
|
Checkbox Additional Fields |
100 |
200 |
250 |
|
|
Selectable Options Limit |
Maximum Selectable Options for Checkbox and Multi Select Additional Fields |
25 |
25 |
25 |
|
Template Additional Fields Limit |
Maximum Number of Additional Fields |
1000 |
100 |
150 |
|
Refer Additional Fields |
10 |
20 |
30 |
|
|
Refer Additional Fields of Radio and Checkbox Type |
4 |
10 |
15 |
|
|
Multiselect and Checkbox Additional Fields |
25 |
50 |
80 |
The number of options that can be added to an additional field type is mentioned below. This applies to version 14900 and later.
Pick List - 2500
Multi Select - 2500
Radio - 25
Checkbox - 25