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.