Adding custom fields to the Control Desk Service Portal user interface

Administrators can add custom fields to the Report issue and Ticket windows that are displayed in the Self Service Center in Control Desk Service Portal. Custom fields are added in the standard IBM Control Desk user interface.

Custom fields in Service Portal are available only in the Self Service Center. They are not available for the service management user interface that is provided for service desk agents.

Custom fields are supported only for the TICKET table.

When you include custom fields, modify both of the following object structures with the same changes:

CDUIMYTICKET: the object structure for users that are not service desk agents
CDUITICKET: the object structure for users that are service desk agents (that is, users who can access the Incidents application)

Any field that is not included in Service Portal UI at installation is considered a custom field. There are two ways to add custom fields to the UI:

Enable an existing attribute in the TICKET table that is installed with the product but is excluded from being displayed in the default Service Portal interface
To enable existing fields, open the CDUITICKET or CDUIMYTICKET object structure in the Object Structures application, select Include/Exclude Fields from the Select Action menu, and clear the Exclude check box for the field or fields that you want to expose in the user interface. Ensure that you make the same changes to both object structures.

For more information about working with object structures, see Configuring an object structure.
Add new custom fields to the database
To add new custom fields, open the Database Configuration application in the standard IBM Control Desk user interface and add the custom fields to the TICKET table. Some attribute types that are supported for IBM Control Desk are not supported for Service Portal. The following types are supported:
- ALN
- UPPER
- LOWER
- YORN
- INT
- FLOAT
The text that you specify in the Title field for the new attribute is used as the label for the field in Service Portal.
For more information about adding attributes to database tables, see Defining objects for applications.

Custom fields in the Report issue window

Custom fields that you add to the Report issue window are displayed after the Severity field. These fields have write capability; that is, users can enter values in these fields.

Fields with the YORN type are displayed as a check box.

A field that is associated with a domain allows users to specify only the values that are available for the domain.

Custom fields in the Ticket window

The values that users add to custom fields on the Report issue page are displayed in the Ticket information section of the Ticket Details tab in the Ticket window. These fields are read only.

Feedback