OVERVIEW
Custom forms and fields are used to collect information in Vivantio which is specific to the way your organisation works. For example, when a user creates an on boarding request for a new member of staff you can collect information like the new users name, start date and the applications that they will need to use. These forms can be made available to your end users through the self service portal and the technicians portal and can be conditional on the category, status and or other custom fields. The information collected from custom forms can be used to drive processes such as workflows or routing rules. You can also create custom fields to capture information you import from other applications, such as the Active Directory or SCCM, and then use this data to make customised queues and tabs or create scheduled tasks. Custom forms and fields are also used in the creation of caller surveys. Finally, custom forms and fields can also be used in reporting, for example if you collect data on the nature of the ticket solution on closure you can see how many calls were due to user error and identify areas for improvement. Custom forms are available for tickets, callers, assets, locations, clients and articles.
Guidance
Navigate to the Admin Area > System Areas > Choose the System Area you wish to create the Custom Field in > Custom Forms > Fields > Add:
Field Types
Single Line Text Box
A single line of data that can either be validated as Alphanumeric or Numeric (this field cannot validate email addresses).
Multi Line Text Box
Multiple line dialogue box of data, expands with a scroll bar.
Drop Down List
A drop-down menu that can have any number of options to select either in a fixed or alphabetical order, with the options set in the admin area.
Radio Button List
Similiar to the drop-down list but the available options are displayed in a vertical list next to radio buttons of which only one maybe selected.
Check Box
A single tick box set against the field label.
Please Note: This option can sometimes be complex to use as part of 'Conditional Visibility'.
Check Box List
Multiple tick boxes with the option to select more than one set against any number of options set in the admin area.
Please Note: This option can sometimes be complex to use as part of 'Conditional Visibility'.
Date Picker
For the selection of a Single Date.
Please Note: This will not show as a Date Field in the Self Service Portal.
Date and Time Picker
Similiar to Date Picker but also allows the entering and displaying a time in a 24 hour clock format.
Please Note: This will not show as a Date Field in the Self Service Portal.
Tree List
A single line of data that is populated by selecting from available values presented in a tree structure.
Read Only
A single line of data that cannot be edited through the user interface, particularly useful when recording data from integrations that should not be amended.
Duration
A single line of data that is validated as hours and minutes (hh:mm).
Linked Field
The linking of fields between system areas to combine them into one Custom Form: linked field updates save in the form.
The 'Source' options define which of the areas of the Vivantio system that is to be searched, referenced and linked when populating a value in the custom form field.
Example: If 'Asset' is selected and the 'Display Value' and 'Report Data Mode' is set to 'Serial Number' and 'Show Value' respectively, then when the field is populated in the form, the field actually links to an Asset that exists in the system and displays the Serial Number.
If an amendment is made to the Asset Serial Number, the Custom Form Field is updated.
When the field is read in a report then it will also return the Serial Number.
When the Source is set to 'Category' it is then possible to select from which System Area the category structure is made available from, in the Linked Field.
When a Linked Field appears in the main application it allows the searching for and selection of the object within Vivantio to be linked to the Custom Form Field.
Lookup Field
Similiar to Linked Field, only Look Up field updates are not saved in the form. This field type behaves in a very similiar way to the Linked Field Type except that the value that is selected in the field value selection process is simply copied to the custom form field so that editing the original source field value will not be reflected in the Look Up Field.
Summary
Fields that contain a calculated summary of other numeric fields that appear in child tickets.
It is possible to create Custom Form Fields that contact a calculated summary of other numeric fields that appear in child tickets. When a field is created in the Custom Form sections with 'System Areas' of the Admin Area is it possible to select a Field Type of 'Summary'. Either the Sum, Min, Max or Avg function will be applied to all child ticket custom form fields of a particular custom form, to generate a value in this custom form field.
Please Note: If the child ticket custom form is a multiline custom form, then all the values in the form will be included in the function calculation.
Adding Custom Fields
To add Custom Field, click the 'Add' button and complete the details as required - using the information above - a list of custom fields will be displayed in one long list. The order of the list can be changed by clicking on one of the titles:
Name
Feild Reference (not visible to customer)
Label
Name of field (visible to customer)
Field Type
E.G. Single Line Text Box / Date Picker / Radio Button List
Data Type
E.G. If the Field Type = Single Line Text box, then you would be presented with 2 options:
Alphanumeric
Numeric
Options
E.G. If the Field Type = Radio Button List, then the options you have created will appear here
Migrating from Old Service Desk Custom Fields
Introduction
When some customers migrated from Vivantio Service Desk they retained the old legacy Custom Fields from Vivantio Service Desk for a variety of reasons. These are the ones referred to as Custom Field 1 etc.
There are limitations to these old legacy Custom Fields such as:
- They can’t be used in Business Rules
- They can’t be used in Roles and Permissions
- They can’t be exposed to the Self Service Portal
- They are not supported in the new FLEX UI in any capacity
Migration from these old legacy fields to current supported Custom Fields in Vivantio
If you are using the Legacy Fields and are having problems with the above please contact Vivantio Support. Vivantio will arrange to run a script to migrate the data from these legacy Custom Fields to a new supported Custom Fields built in Vivantio.
Reviewed: 28 March 2023