Storing Data with Fields
Using fields to store data in cases and data records.
Fields define data items you can add to cases, customers, and other data records.
After defining a set of supported field types for the organization, you can add the desired fields to each service category and data table.
Each field is uniquely named and configured with settings to control its behavior. Field types are derived from supported data types as follows:
Boolean: Stores "true" or "false" value and is rendered as a checkbox.
Currency: Represents an amount of money in a specific currency.
Data Record: Links a data record in a data table to a case or another data record.
Date Time: Represents a point in time. You can specify whether it includes a time component during creation.
Email: Stores a valid email address.
Number: Stores numeric values.
Phone Number: Stores a phone number. Define supported and default country dialing codes during creation.
Text: Stores arbitrary text. Configure as either "free text" for users to enter text freely or as a "list of options" for users to choose from a predefined list.
Localization
When field-related texts (e.g., field name, description, etc.) are presented to customers on Kiosks and Portals, it is possible to translate the texts into the selected language. Use the Public Texts tool to translate field information.
Built-in Fields
Some fields are created automatically when you create your organization. These fields cannot be deleted.
The built-in fields are:
Email: Used in cases as the contact email. This email is used when sending emails to the customer.
Mobile Phone Number: Used as the contact phone number. This phone number is used to send SMS messages to the customer.
First Name: The customer's first name.
Last Name: The customer's last name.
Restricting Access to Fields
Any user accessing a case or data record can view and edit any field by default. Access to individual fields can be restricted based on service categories or data tables.
Restricting Field Access in Service Categories
When you add a field to a service category, mark it as Restricted and choose the groups that can access this field.
Restricting Field Access in Data Tables
When you add a field to a data table, mark it as Restricted and choose the groups that can access this field.
See Also
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