Configuring Custom Fields

You can add new Custom Fields using the Form Builder for the Problem Management.

To configure Custom Fields for Problem Management module:

1. Select Admin > Infrastructure > Form Builder.

2. Select the required Department.

3. Select the Module name as Problem Management. On the right-side panel, click Add New.

4. Under the Form Details tab, select the tab where you want to display the Custom Fields from the Display At list. Click Next.

Figure: Form Builder page: Form Details tab

5. Under the Form Builder tab, you can select the Custom Fields to be displayed on the page. From the left- hand side panel, select the type of field that you want to add from the Simple Controls, Group Templates, Form Templates sections. Drag and drop it in the central section of the page.

6. Based on the field type selected, the properties are displayed under the Properties section on the right-hand-side panel. Fill in the required property details.

7. Click the Plus icon to make a copy of the Custom Field and the Delete icon to remove the Custom Field. You can also change the sequence of the fields by dragging them up and down. For more information about the various types of fields and their properties, see Field Description.

8. Click Save As Template button to save the Form as template. On the Save Form pop-up page, type in the name for the Form in the Form Name text box and click SAVE. The saved Form is available under Form Templates and can be re-used.

9. If a Group is selected Save Group as Template button is displayed. Click the Save Group as Template button to save the selected Group. On the Save Group pop-up page, type in the name for the Group in the Group Name text box and click Save. The saved Group is available under Group Templates and can be re-used. Click Next.

Figure: FORM BUILDER page: FORM BUILDER tab

10. Under the Preview tab, you can view the Custom Fields that you added.

11. Click Save. The Custom Fields are configured.

Figure: Form Builder page: Preview tab

Field Description

Field	Description
Group	Click Group to create a group under the tab. Use this to group related fields. Type in the required values for the following properties: Label: Type in the label name of the group. Description: Type in the description for the group No. of Columns: Select the number of columns that can be added under the group. You can add maximum of two columns. Multivalued Group: Click Is Multivalued Group to indicate that multiple fields can be added under the group. If this check box is selected, you need to also specify a value for Page Size. The Page Size indicates the maximum number of fields allowed on a single page.
Text Box/ Text Area	Click Text Box to create a text box field. Click Text Area to create a text box field that allows more characters compared to text box field. For example, for User Name, use Text Box and for User Comments, use Text Area. Text and Text Area have the following fields: Label: Type in the label name for the text box or text area. Required: Select the Required check box to make the text box or text area a mandatory field. Tooltip Text: Type in the tooltip text for the users to help them in typing in details in the field. Watermark Text: Type in the watermark text that should appear in the text or text area field if the user does not enter any information in the field. Size: Select the size of the field, Small, Medium, Large. Length Limit: Specify the length of the field by entering values in Min and Max fields.
Check Box	Click Check Box to create a check box field. Type in the required values for the following properties: Label: Type in the label name for the check box. Required: Select the Required check box to make the check box a mandatory field. Tooltip Text: Type in the tooltip text for the users to help them in typing in details in the field.
Drop-down	Click Drop-down to create a drop-down field. Use this field to add an attribute for which the user needs to select from multiple available options. Type in the required values for the following properties: Label: Type in the label name for the Drop-down. Required: Select the Required check box to make this field as a mandatory field. Size: Select the size of the field, Small, Medium, Large. Parent: Select the parent for this drop-down list. if selected, the values of this drop-down list depends upon the value selected in the Parent drop-down list. Options: Select the appropriate options for the drop-down list. Following are the available options: Options Common Master: If selected, the Type field is displayed. Search and Select the required Common Master Type from the Type drop-down list. The Drop-down list, on the New Problem Record page is populated with all the configured options for the subcategory. Note: If the selected Common Master Type configured with Domain-specific values, then the Drop-down custom field on the New Problem Record page (Problem > User > New Problem Record) displays the Tenant's Domain-specific values. Custom Table - If selected, the Table Name drop-down list is displayed. Select the required Custom Table from the Table Name drop-down list. If selected, the Column Name drop-down list is displayed. Select the required column from Column Name drop-down list. Note The Custom Table, which is created from the Dynamic Web Services (See: Configuring Web Services) is populated in the Table Name drop-down list. Customer Master: If selected, the Type drop-down list is displayed. Select the sub-category in the Type drop-down list. The Drop-down list, on the New Problem Record page is populated with all the configured options for the sub-category. Change Master: If selected, the Type drop-down list is displayed. Select the sub-category in the Type drop-down list. The Drop-down list, on the New Problem Record page is populated with all the configured options for the sub-category. Manual: If selected, a new text box is displayed, where you can type in the options manually. These options are displayed in the Drop-down list on the New Problem Record page. User Master: If selected, the Type drop-down list is displayed. Select the sub-category in the Type drop-down list. The drop-down list on the New Problem Record page is populated with all the configured options for the sub-category. Auto populate: Select the check box to auto populate the configured values. When Auto Populate is selected, the Options data source is selected as User Master, by default. Following fields are displayed only if Auto Populate check box is selected. Dependent Attribute: The Dependent Attribute specifies the field that acts as the reference for retrieving data. To auto populate the custom fields, map the Dependent Attribute field value to user fields. The User field can be only mapped to another User field or any custom user fields configured in the user master. Value Attribute: The Value Attribute specifies the field from which the system retrieves the value to populate the custom field. This attribute determines what information should be fetched from the selected user or system record. To auto populate the custom fields, map the field value to the user fields. Example: Auto Populate Location An organization wants the Location drop-down field to automatically populate based on the selected user. Configuration Property - Value Control Type - Drop-down Label Location Data Source User Master Auto Populate Enabled Dependent Attribute Requested By Value Attribute Location Outcome: When the user creates a problem record: Requested By Location (Auto Populated) John Smith Bangalore The Location drop-down automatically selects the correct value. Editable: If selected, the end users can edit the values in the user field.
Date	Click Date to add a date field. Type in the required values for the following properties: Label: Type in the label name for the date field. Required: Select the Required check box to make the date field a mandatory field. Size: Select the size of the field, Small, Medium, Large. Tooltip Text: Type in the tooltip text for the users to help them in selecting date for this date field. Include Timestamp - If selected, the users can configure the time (in hours and mins) along with the date. It allows the users to specify the exact date and time (in hours and minutes). Including the timestamp helps teams maintain accurate timelines for problem record activities. Auto populate: Select the check box to auto populate the configured values. When Auto Populate is selected, the Options data source is selected as User Master, by default. Following fields are displayed only if Auto Populate check box is selected. Dependent Attribute: The Dependent Attribute specifies the field that acts as the reference for retrieving data. To auto populate the custom fields, map the Dependent Attribute field value to user fields. The User field can be only mapped to another User field or any custom user fields configured in the user master. Value Attribute: The Value Attribute specifies the field from which the system retrieves the value to populate the custom field. This attribute determines what information should be fetched from the selected user or system record. To auto populate the custom fields, map the field value to the user fields. Example - Auto Populate Join Date Based on Requestor An organization wants the Employee Join Date field to automatically populate when a Problem record is created. The value should be retrieved from the User Master based on the selected Requestor. Configuration Property Value Control Type - Date / Time Field Label - Employee Join Date Auto Populate - Enabled Dependent - Attribute Requestor Value Attribute - Join Date User Experience 1. A user opens the New Problem Record page. 2. The Requestor field displays the logged-in user or selected user. 3. The system checks the User Master for the Join Date of that user. 4. The Employee Join Date field is automatically populated. Outcome Requestor - Employee Join Date (Auto Populated) Sam - 15-Jan-2021 Editable: If selected, the end users can edit the values in the user field.
Number	Click Number to add a number field. For example, Maximum Approvals Required. Type in the required values for the following properties: Label: Type in the label name for the number field. Required: Select the Required check box to make the number field a mandatory field. Size: Select the size of the field, Small, Medium, Large. Tooltip Text: Type in the tooltip text for the users to help them in entering number values for this field. Minimum/ Maximum: Specify the range of numbers that can be entered in this field by entering values in the Above and Below fields. Integer Only: Select the Only accept integers check box to allow users to enter only integers. Any number without any decimal value is called an integer. For example, 121, 57, 23 are integers. However, 20.1, 56.8, 13.01 are not integers.
E-mail	Click E-mail to add a field for entering e-mail ids. Type in the required values for the following properties: Label: Type in the label name for the e-mail field. Required: Select the Required check box to make the e-mail field a mandatory field. Size: Select the size of the field, Small, Medium, Large. Tooltip Text: Type in the tooltip text for the users to help them in entering value for this e-mail field.
File	Click File to add a field where files can be added. Type in the required values for the following properties: Label: Type in the label name for the file field. Required: Select the Required check box to make the file field a mandatory field. Size: Select the size of the field, Small, Medium, Large. Tooltip Text: Type in the tooltip text for the users to help them in entering value for this file field.
Price	Click Price to add a field where prices can be added. For example, Project Cost. Type in the required values for the following properties: Label: Type in the label name for the price field. Required: Select the Required check box to make the price field a mandatory field. Size: Select the size of the field, Small, Medium, Large. Tooltip Text: Type in the tooltip text for the users to help them in entering price for this field. Units: Type in the unit based on which the price should be calculated, for example, per hour or per piece.
Website	Click Website to add a field where website URLs can be added. Type in the required values for the following properties: Label: Label: Type in the label name for the website field. Required: Select the Required check box to make the website field a mandatory field. Size: Select the size of the field, Small, Medium, Large. Tooltip Text: Type in the tooltip text for the users to help them in entering website URL for this field.
User	Click User to add a field for searching files and attaching them. Type in the required values for the following properties: Required: Select the Required check box to make the search field a mandatory field. Status: Select the required status from the drop-down list. Size: Select the size of the field, Small, Medium, Large. Tooltip Text: Type in the tooltip text for the users to help them in entering search criteria for this field. Include Inactive: If selected, the inactive users along with the active users can be searched by the End User while logging a Problem record. Update By: Select End User or Administrator from the drop-down list. Is Unique: Select the check box to configure the User values as unique. Auto populate: Select the check box to auto populate the configured values. When Auto Populate is selected, the Options data source is selected as User Master, by default. Following fields are displayed only if Auto Populate check box is selected. Dependent Attribute: The Dependent Attribute specifies the field that acts as the reference for retrieving data. To auto populate the custom fields, map the Dependent Attribute field value to user fields. The User field can be only mapped to another User field or any custom user fields configured in the user master. Value Attribute: The Value Attribute specifies the field from which the system retrieves the value to populate the custom field. This attribute determines what information should be fetched from the selected user or system record. To auto populate the custom fields, map the field value to the user fields. Example: Auto Populate Manager An organization wants the Manager field to be automatically filled when a Problem record is created. Configurations Field - Label Manager Auto Populate - Enabled Dependent Attribute - Requested By Value Attribute - Manager Outcome A user creates a New Change Record. The Requested By field is automatically set to the logged-in user. The system retrieves the user's Manager from the User Master data source. The Manager field is automatically populated. Requested By Manager John Smith Sarah Johnson Editable: If selected, the end users can edit the values in the user field.
MV Drop-down	Click MV Drop-down to create a drop-down field. Use this field to add an attribute for which the user needs to select from multiple available options. Type in the required values for the following properties: Label: Type in the label name for the check box. Required: Select the Required check box to make the check box a mandatory field. Status: Select the required status from the drop-down list. Size: Select the size of the field, Small, Medium, Large. Parent: Select the parent for this drop-down list. The values of this drop-down list depends upon the value selected in the Parent drop-down list. Options: Select the appropriate data source option for the drop-down list. Following are the available options: Options Common Master: If selected, the Type field is displayed. Search and Select the required Common Master Type from the Type drop-down list. The Drop-down list, on the New Problem Record page is populated with all the configured options for the sub-category. Note: If the selected Common Master Type configured with Domain-specific values, then the Drop-down custom field on the New Problem Record page (Problem > User > New Problem Record) displays the Tenant's Domain-specific values. Custom Table - If selected, the Table Name drop-down list is displayed. Select the required Custom Table from the Table Name drop-down list. If selected, the Column Name drop-down list is displayed. Select the required column from Column Name drop-down list. Note: The Custom Table, which is created from the Dynamic Web Services (See: Configuring Web Services ) is populated in the Table Name drop-down list. Customer Master: If selected, the Type drop-down list is displayed. Select the sub-category in the Type drop-down list. The Drop-down list, on the New Problem Record page is populated with all the configured options for the sub-category. Change Master: If selected, the Type drop-down list is displayed. Select the sub-category in the Type drop-down list. The Drop-down list, on the New Problem Record page is populated with all the configured options for the sub-category. Manual: If selected, a new text box is displayed, where you can type in the options manually. These options are displayed in the Drop-down list on the New Problem Record page. User Master: If selected, the Type drop-down list is displayed. Select the sub-category in the Type drop-down list. The drop-down list on the New Problem Recordpage is populated with all the configured options for the sub-category. Auto populate: Select the check box to auto populate the configured values. Note: When Auto Populate is selected, the Options data source is selected as User Master, by default. The following fields are displayed only if Auto Populate check box is selected. Dependent Attribute: The Dependent Attribute specifies the field that acts as the reference for retrieving data. To auto populate the custom fields, map the Dependent Attribute field value to user fields. The User field can be only mapped to another User field or any custom user fields configured in the user master. Value Attribute: The Value Attribute specifies the field from which the system retrieves the value to populate the custom field. This attribute determines what information should be fetched from the selected user or system record. To auto populate the custom fields, map the field value to the user fields. Example: Auto Populate Location An organization wants the Location drop-down field to automatically populate based on the selected user. Configuration Property - Value Control Type - Drop-down Label - Location Data Source - User Master Auto Populate - Enabled Dependent Attribute - Requested By Value Attribute - Location Outcome: When the user creates a change record: Requested By Location (Auto Populated) John Smith Bangalore The Location drop-down automatically selects the correct value Editable: If selected, the end users can edit the values in the user field.
Autofill	This control dynamically retrieves and populates the values from the selected data source. It helps reduce manual input and ensures consistent data selection when creating or updating Problem records. Label: Type in the label name for the Autofill control. Required: Select the check box to configure the field as mandatory. Status: Select the required status from the drop-down list. Size: Configure the display width of the control in the form layout. Available options are: Small - Occupies minimal space in the form. Medium - Default size for most fields. Large - Provides more space for displaying values. Parent: The Autofill control supports parent–child relationships, allowing field values to dynamically filter based on another field selection. When a parent value is selected, the system displays only the relevant child values. Example: Location Hierarchy The Autofill control supports parent–child relationships, allowing field values to be filtered based on another field selection. When a user selects a value in the parent field, the system displays only the associated values in the child field. Example: Country and State Parent Field Child Field Country State Country State India Karnataka India Maharashtra India Kerala Outcome User selects India as the Country. The State field displays only: Karnataka Maharashtra Kerala This prevents users from selecting invalid combinations. Options: Select appropriate data source option for the Autofill control. The Options setting determines where the Autofill control retrieves its values. Following are the available options: Options Common Master: If selected, the Type drop-down list is displayed. Select the sub-category in the Type drop-down list. The Autofill, on the New Problem Record page is populated with all the configured options for the sub-category. Note If the selected Common Master Type is configured with Domain-specific values, then the Autofill custom field on the New Problem Record page (Problem > User > New Problem Record) displays the Tenant's Domain-specific values. Custom Table - If selected, the Type drop-down list is displayed. Select the required Custom Table from the Type drop-down list. If selected, the Dynamic Column drop-down list is displayed. Select the required column from Dynamic Column drop-down list. Note: The Custom Table, which is created from the Dynamic Web Services (See: Configuring Web Services) is populated in the Type drop-down list. Customer Master: If selected, the Type drop-down list is displayed. Select the sub-category in the Type drop-down list. The Autofill control, on the New Problem Record page is populated with all the configured options for the sub-category. Manual: If selected, a new text box is displayed, where you can type in the options manually. These options are displayed in the Autofill control on the New Problem Record page. User Master: If selected, the Type drop-down list is displayed. Select the sub-category in the Type drop-down list. The Autofill on the New Problem Record page is populated with all the configured options for the sub-category.

Scenario:

Consider a custom attribute is configured as a mandatory field for any of the following problem record statuses and Extend to Work Order check box is selected. But the selected status is not applicable for the work order. In this case, the custom attribute is considered mandatory for selected problem record status, and the custom attribute is considered a non-mandatory field throughout the work order life cycle.

• Pre Authorization

• Referred back to pre authorizer

• Initial Authorization

• Referred back to requestor

• Root Cause Analysis Submitted

• Root Cause Analysis Approved

• Root Cause Analysis Rejected

• Root Cause Analysis Reviewed

• Referred back for RCA

• Testing

• Closed

Note
If custom attributes are configured in a parent-child relationship, and only for child custom attribute Extend to Work Order check box is selected. In this case, the child custom attribute will not be displayed in the work order. If you want to use custom attributes configured in the parent-child relationship, select Extend to Work Order check box for both parent and child custom attributes.

Actions

This section explains all the icons displayed on the right-side panel of the Form Builder page.

Show List

Click Show List to display the List table showing all the configured Custom Fields for the selected Department.

Figure: Form Builder page: List of Problem Management Custom Fields

To update a Custom Field, select the respective tab name check box and click the Edit icon on the right-side panel. Make appropriate changes and click Submit.

To display the inactive Custom Fields, click the Include Inactive check box.

Note
When the Custom Fields are displayed under the List table, the Add New action is displayed on the right-side action panel. Click Add New to configure a new Custom Field.

Edit

Click Edit to edit a Custom Field. Select the check box for the tab name whose Custom Fields you want to edit and click the Edit icon.

Documentation Index

Configuring Custom Fields