The Field Manager service desk settings help you configure the default and custom fields for your service desk ticket forms and ticket tasks.
You can configure distinct ticket fields to capture the precise information necessary for effectively addressing and managing service requests. You can define various field types, such as text, number and date fields, dropdown lists, and checkboxes based on your specific requirements. Further, you can designate fields as mandatory or optional, arrange fields in a logical order, and so on.
Note:
Ticket fields can be configured at the global settings level as well as client-specific level.
Ticket form and ticket task fields (both) can be configured at the global settings level. However, only the ticket form fields can be configured at the client-specific level.
The default fields that are pre-configured for ticket forms and ticket tasks, such as, Category, Subject, Description, Status, Impact, Title, or Note cannot be archived or deleted. However, the custom fields that you configure can be archived or deleted.
Time entry fields can also be configured to help agents track the time spent on different tickets (only at the global settings level).
See the following topics for more information:
Additionally, you can configure client fields with the field manager at the global settings level. For information on configuring client fields, see Manage Client Fields with Field Manager.