⚒️Managing Fields
Last updated
Last updated
Fields define data items you can add to cases, customers, and other data records.
Admin Tools -> Metadata -> Fields
Editing fields requires the Service Admin role.
On the Fields page, click on the New Field button.
In the New field dialog, enter:
Field name: Choose a friendly name describing the field. Field names are unique in the organization.
Slug: The slug is a code that uniquely identifies the field in the system. The slug is used in SMS and email templates to add the field value to customer messages. You cannot change the slug once the field is created.
Data type: The type of data stored by this field. Some field types will require additional settings (see below). You cannot change the data type once the field is created.
Click Create to create the new field.
On the Field Details page, you can edit the field's settings.
Field name: A unique, friendly name identifying the field.
Description: (optional) A free-text description of the field.
Information text: (optional) Information to show users as a tooltip to help them fill the field correctly.
Field color: Choose a color for the field to make it easier to identify on the Agent Console and Data Records.
Default value: (True/False) A default value for new Case records and Data records.
to store a certainThe currency field type is used for storing an amount of money.
Min/Max value: The minimum and maximum permitted value.
Precision: The allowed number of digits after the decimal point.
Default value: A default value for new Case records and Data records.
Supported currencies: A list of currencies the user can choose from.
Default currency: The default currency to use when the field is presented to users.
A "data record" field links a data record in a data table to a case record or another data record.
For more information, see How To: Reference Data Records from Cases
Use this field type to store date and time data.
Include time: Check this box to include the time part in the field. If you uncheck this, the field will only store the date information.
Default date and time
None: No default value
Absolute: Set the field to a specified value when creating the record.
Relative: Set the field to a date and time relative to the time of the record's creation.
Is multiline: Check this box to create a multi-line textbox.
Min length/ Max length: The permitted text length.
Validation pattern: The advanced option allows you to enter a RegEx expression to validate the user input.
Default value: A default text for creating a new Case or Data record with this field.
Min/Max value: The minimum and maximum permitted value.
Precision: The allowed number of digits after the decimal point.
Default value: A default value for new Case records and Data records.
Use this field to store phone numbers.
Supported regions: A list of supported country dialing codes.
Default region: The default region to use when rendering this field.
Archiving a field removes it from the system.
To archive a field, click on the context menu button [⋮] adjacent to the field name and click Archive Field.
Built-in fields, e.g., Email, First Name, cannot be deleted.
If the field is used in emails, SMS, or other templates, its data will no longer be included in the message, which may create gaps or incomplete messages. Before archiving a field, make sure it is not used in templates.
To restore an archived field, go to the Field List page, click the context menu button [⋮], and Restore Archived Fields.
Click the context menu button [⋮] adjacent to the field you wish to restore, then click Restore. You can rename the field or change the slug before restoring it if another field has already used it.
The field name, description, and other information may appear on Kiosk, Portals, and other customer-facing applications. You can provide translations for these elements using the Public Texts tools (located in the Customer Engagement toolbelt). For more information, see:
⚒️Translating Resource NamesFree text/List of options: Choose "List of Options" to provide a list of values the user can choose from. When using this option, the field is rendered as a dropdown.
