Configure Additional Fields
Additional fields help you capture any extra information on requests, users, technicians, problems, changes, projects, releases, software licenses, license agreements, purchase orders, customers, and contracts in the corresponding form. You can configure different types of additional fields such as text, numeric, decimal, date, percentage, cost, decision box, auto-number, lookup field, and more. Additional fields can be used in various automation fields for a quicker ticket resolution process.
Role Required: SDAdmin
Supported Modules: Request, User, Technician, Problem, Change, Project, Release, Solution, License, Agreement, Purchase, Contract, Customer, and Custom Modules.
- Go to Setup > Customization > Additional Fields.
- Select a module from the drop-down.
- Click New Field.
- Provide a name and description for the field.
- Select the field type from the drop-down.
- Fill out the required details.
- Click Save.
Available Field Types
Field Type | Explanation | Configurations | Accessibility |
Single-line | A simple, short phrase such as a name or a seating location. | Character limit and default value. | All supported modules and tabs. |
Multi-line | Describe an issue or to add comments. | Character limit and default value. | All supported modules and tabs. |
Pick List | A list of items such as available devices or hardware. | Provide the options one by one or use the Bulk Add/Edit option. | All supported modules and tabs. |
Radio Button | A list of items such as available devices or hardware. | Provide the options one by one or use the Bulk Add/Edit option. | Requests, Changes, Releases, Problems |
Multi-select | For selectable values within a list, such as software licenses available. | Provide the options one by one or use the Bulk Add/Edit option | All supported modules and tabs. |
Check Box | For selectable values within a list, such as software licenses available. | Provide the options one by one or use the Bulk Add/Edit option | Requests, Changes, Releases, Problems, Customer, and custom modules. |
Numeric | For numbers. | Character limit and default value. | All supported modules and tabs. |
Date/Time | Specify the date, time, and day. | Select the days to allow for user selection. | All supported modules and tabs. |
Email | Specify email addresses in the format name@example.com. | – | All supported modules and tabs. |
Phone | Specify phone numbers (home, work, mobile, and fax). | Default value. | All supported modules and tabs. |
Web URL | Specify websites such as https://help.sdpondemand.com, www.zylker.com, etc. | Character limit and default value. | All supported modules and tabs. |
Add Cost | Specify the amount to be added during the cost calculation in the respective form. | – | Software License, License Agreement, and Purchase Order. |
Subtract Cost | Specify the amount to be subtracted from the total cost in the respective form. | - | Software License, License Agreement, and Purchase Order. |
Lookup Field | Add technicians, users, sites, departments, or custom modules to drop-down lists. To learn more, click here. | - | Requests, Changes, Releases, Problems, Purchases, Contracts, and Custom Modules. |
Currency | Specify the cost of any item, such as a service, asset, technician, and the like. | Character limit, default value, and the number of decimal places allowed. | Requests, Changes, Releases, Problems, Customer, and custom modules. |
Decimal | Specify any decimal value, such as asset lifespan. | Character limit, default value, and the number of decimal places allowed. | Requests, Changes, Releases, Problems, Customer, and custom modules. |
Percent | Specify any percentage, such as the elapsed lifespan of an asset. | Character limit, default value, and the number of decimal places allowed. | Requests, Changes, Releases, Problems, Customer, and custom modules. |
Decision Box | Specify yes or no questions that are mandatory to a ticket. For example, in requests, you can include a field using Decision Box called 'Manager Approval'. | Field value. | Requests, Changes, Releases, Problems, Customer, and custom modules. |
Auto-Number | This field will associate auto-generated numbers with the tickets created in a module. For example, by associating a new auto-number field to requests at the beginning of every year, you can track requests of each year easily. | Prefix, suffix, and the starting number. | Requests, Changes, Releases, Problems and Customer modules. |
List View Operations
In the additional field list view page, select a module to display the corresponding additional fields.
Use the filter drop-down at the top-right of the page to filter fields by data type.
Click 
beside the field name to edit or delete it.
You cannot edit the field type of an additional field.
When you delete an additional field, it will permanently disappear from the respective forms of modules or tabs.
Field Encryption
ServiceDesk Plus Cloud MSP supports encryption of data at rest to ensure security to users' confidential information while storing them in the database. When you encrypt an additional field, the data collected in the field will be encrypted and then stored in the database. Only authorized users can decrypt them. Since the information is encrypted at the database level, hackers will be hopeless at accessing them.
To encrypt an additional field, select the Encrypt this field checkbox.
Among additional fields across the modules, you can encrypt single-line, multi-line, pick list, phone, and email fields. You can encrypt any number of these supported fields.
You can encrypt a field only when creating it.
Once you encrypt a field, you cannot undo it.
Learn more about data encryption in additional fields.
Mark Personally Identifiable Information (PII)
Mark additional fields that contain users' personal details as personally identifiable information (PII). When you delete a user, you can effectively anonymize and erase the user's details in all PII fields. This way, you can secure users' information when they leave the organization, as required by privacy guidelines such as the General Data Protection Regulations (GDPR).
To mark additional fields as PII, you must first enable the Privacy Settings under Setup > Users & Permissions. Learn more.
You can mark single-line, multi-line, phone, email, and numeric fields as PII as shown below:
You can mark a field as PII when creating or editing the field. Once you mark a field as PII, you cannot undo it.
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