[ITSM How-to] Adding Custom Fields to Tickets and Forms

Why It Matters

Adding custom fields to your tickets and mapping them to employee-facing forms ensures that crucial information is collected right at the point of intake. This drastically reduces back-and-forth clarifying questions between agents and requesters, and ensures your downstream routing rules have the exact data they need to function reliably.

How to Set It Up

• For Agent Tickets: You don’t actually need to edit a ticket’s layout! When you initially create a Custom Field (via Setup → Custom Fields) and associate it with “Tickets,” the system automatically handles the UI. Agents simply navigate to Assistance → Tickets, open an existing ticket, and click on the dedicated Custom Fields tab in the side panel to view, fill out, or update the information.
• For Employee Forms: To capture this custom data from an end-user, you don’t add the backend field directly to the form canvas. Instead, navigate to Administration → Forms and open your form. Go to the Form tab and use the builder to Add a question that asks the user for the information (e.g., a dropdown or text box).
• Map the Form to the Custom Field: Next, click on the Destinations tab and click on your Add Ticket routing rule to open its settings. Expand the Properties tab on the right and scroll down the until you find the specific name of your Custom Field (e.g., Requires Onsite Visit or Service Affected).
• Link the Question: Underneath your Custom Field’s name, select the Answer from a specific question option. A dropdown will appear containing all the questions you just built on your form. Simply select the corresponding question to link them together.
• Save and Publish: Click Save. This creates a direct bridge between the two. Now, when an employee answers that specific question on the portal, the system automatically takes their response and injects it straight into the Custom Field tab on the agent’s ticket.

Next Steps

Submit a test request via your newly updated form. Open the resulting ticket in the Assistance view and check the Custom Fields tab to verify that the employee’s answer successfully mapped over to the backend!