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You may require more information about an issue or have a few requirements in some tickets. For example, a laptop request for a new hire with different requirements for operating system and software applications.

You can create a custom field template with more fields and can attach it to the ticket type to capture information in the tickets. You can use the section header attributes to group the custom fields in a custom field template. The custom fields appear under the Additional Information section of the ticket. The analyst can use the information to also search the knowledge base for the solution. For example, Software List can be a section header and OS, Web Server, Email Client can be the custom fields. You can also relate a custom field template to a Category-Class-Type-Item (CCTI) categorization.

Considerations

You cannot configure custom fields without creating attributes.
You must relate a custom field template to at least one CCTI.
A custom field template gets applied to a ticket when the related CCTI is applied to that ticket. If you do not relate a CCTI to the template, then you cannot apply the template to any ticket.
You can group the custom fields under a section header if the slice configuration parameter ENABLE_GROUPING_OF_CUSTOM_FIELD_INTO_SECTIONS is set.
You can relate a custom field template to any one ticket type from service, incident, problem, change, or task ticket.
You can relate a custom field template to only one form.
You can use the attributes on a custom field template as matching conditions for defining auto routes or workflow actions. Matching Conditions of the workflow action or auto route record lets you use attributes as matching conditions for tickets.
If a new attribute is added to an existing custom field template, it does not get applied to older tickets. The old ticket records continue to display only those attributes that were applied to them. The new attribute becomes available when the custom field template is invoked on a new ticket.
If an attribute or the custom field template itself is deleted, there is no effect on the older tickets. You cannot change the custom field template that is already applied to the ticket. Though the template is based on the ticket CCTI, it is applied to the ticket only once. Any subsequent changes to the ticket CCTI do not affect the custom field template that is applied on that ticket.
You can add a Web Service Lookup attribute as a custom field only to a ticket template. When you use the look up on the custom field of the ticket, information that is retrieved by the web services is displayed. Only the first 25 records that are retrieved from the external system are displayed.
You can configure the List Web Service and the Detailed Web Service fields for the Web Service Lookup attribute. The List Web Service lists the information fetched from the external system. The Detailed Web Service retrieves details for the listed information and is an optional field. Configure the related web services for the two fields to retrieve valid information.

Prerequisites

Verify the following prerequisites:

You have created the attributes for the required custom fields.
You have created section headers to group the custom fields.
You have configured the CCTI classification to relate the custom fields template to a configuration item classification.

For more information about how to create the attributes, see Create and Manage Attributes. For more information about how to create CCTI, see Manage Categorizations.

Create Custom Field Template

Follow these steps:

Create Section Header: Navigate to MANAGE> ADMINISTRATION> Tools> Custom Attributes.
Fill in the details.
Note: Select Section Header as the Attribute Type.
Click Apply Changes.
Create Custom Field Template: Navigate to MANAGE> ADMINISTRATION> Tools> Custom Ticket Attribute Templates.
Fill in the details and click Apply Changes.
Add Section Header and Attributes: Use the Attributes tab to select the existing section header and the attributes to add to the current custom field template.
Note: Click the Required on the Submit option to make an attribute mandatory on the form. Grouping the attributes under a section header is optional. The Create New button on the Attribute tab enables you to add an attribute to the custom field template. Enter the information and click Save Attributes for each of the attributes that you add to the custom field template.
Relate a CCTI: Click the Related CCTI tab and add an existing CCTI to the custom field template.
Click Apply Changes.

The total sum of all the attributes that can be related to a CCTI including the count of the default custom attribute ticket template is 50.
For example, suppose you want to assign a CCTI to an incident ticket. The default incident ticket template contains 14 attributes. So, your CCTI cannot contain more than 36 (that is, 50-14) attributes.
There 3 scenarios associated with this metric are as follows:

Adding attributes to the default custom attribute ticket template for a ticket type.

Adding attributes to a custom attribute ticket template which has related CCTIs associated with it.

Relating a CCTI to a custom attribute ticket template with some attributes associated with it.

If the total number of attributes associated with the related CCTI exceeds the permitted level a message is displayed.

You can also use the filter to view a custom attribute ticket template based on the Status, Class, Template Type, and Form Name.

You can enable or disable permissions for a Self-Service user to view and add input into custom fields. Using the Visible to Self-Service User check box, you can control the ability of Self-Service users to see a custom field. You can also manage Self-Service user access to such fields by configuring role-based views. Analysts can view all custom fields in a custom field template, when the template gets applied to a ticket. Custom fields aid in obtaining information that is critical for resolving a ticket.

Custom Field Templates for Assets

The application provides the following out of the box delivered asset templates. You can customize these templates to add attributes, however you cannot add new templates for assets.

Hardware Server
Hardware Storage
Hardware Printer
Hardware Asset
Hardware Workstation
Hardware Mobile
Hardware Tablet
Network Hub
Network Router
Network Switch

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