User Defined Fields

Administrators can create custom templates for different types of requests (i.e. Technical Requests, Change Requests, etc.), based on their business needs. They can add user defined fields to these request ‘types’ to ensure that the specific information required for their business processes is entered by requesters.

When a requester selects a custom service request type, the new request form will refresh to display the tabs containing the user defined fields. In the above example, a user selecting the "Support Master" service request type can access the "Client Details" and "License Details" tabs, as shown below.

An administrator may specify ‘lookup values’ for a user defined field. These values will be populated in the field’s drop-down menu, and will be the only values that can be selected by requesters.

An administrator can configure any user defined field as ‘Required’. Users will not be able to add or update requests containing this field until they enter a value into it. Validation rules can also be configured for the field, in order to prevent requesters from entering unacceptable data.

The controls described above will help ensure the integrity of the information being submitted to the help desk. Access to the user defined fields can also be restricted, depending on the requester’s HelpSTAR privileges. For each custom field, only requesters having the specified privileges will be able to access it.

Note that a field can be configured so that different privileges are required for users to update it or just to view it. This can prevent users who only need to see the information from changing it.