Create and Use Custom Fields in Tickets

Administrators have the ability to create custom fields that can be used to gather additional data. Creating and using custom fields in SmarterTrack is a 3-step process that involves (1) creating the custom field, (2) assigning the custom field to a template and (3) assigning the template to a department. These steps are explained in more detail below.

Applies to SmarterTrack 11.x-12.x

Create the Custom Field
To create custom fields, follow these steps:

  1. Log in to the SmarterTrack management interface as a system administrator.
  2. Click the Settings icon.
  3. Expand the Configuration folder in the navigation pane.
  4. Click Custom Fields. A list of available field will load in the content pane.
  5. Click Add.
  6. Complete the following required fields: Field Identifier and Data Type. NOTE: If the data type is a drop-down menu, make sure the default value and any options are filled out.
  7. Click Ok.

All other settings are optional. For more information, please refer to the Field Definitions page in the SmarterTrack Online Help.

Assign the Custom Field 
To use a custom field, it needs to be assigned to a template. To assign it to a template, follow these steps:

  1. Log in to the SmarterTrack management interface as a system administrator.
  2. Click the Settings icon.
  3. Expand the Configuration folder in the navigation pane.
  4. Click Custom Fields. A list of available templates will load in the content pane.
  5. Click on the Templates tab.
  6. Select the desired template and click Edit.
  7. Click the Field Definitions tab.
  8. Click Add.
  9. Select the custom field to be added from the list. If you want to change the display name for this custom field, edit the Display Name field. Edit the Visibility field only if you want this field to be visible to certain user types (Everyone, Users, Agents, or None).
  10. Click Save.

All other settings are optional. For more information, please refer to the Templates page in the SmarterTrack Online Help.

Assign the Template to a Department 
To assign a template to a department’s ticket settings, follow these steps:

  1. Log in to the SmarterTrack management interface as a system administrator.
  2. Click the Settings icon.
  3. Expand the Manage folder in the navigation pane.
  4. Click Departments. A list of available departments will load in the content pane.
  5. Select the desired department and click Edit.
  6. Click the Tickets tab.
  7. In the Custom Field Template, select the appropriate template from the list.
  8. Click Save.

Applies to SmarterTrack 6.x - 10.x

Create the Custom Field
To create custom fields, follow these steps:

  1. Log in to the SmarterTrack management interface as an administrator.
  2. Click the settings icon.
  3. Expand the System Settings and Custom Fields folders in the navigation pane.
  4. Click Field Definitions. A list of available field definitions will load in the content pane.
  5. Click New.
  6. Complete the following required fields: Field Identifier and Data Type. NOTE: If the data type is a drop-down menu, make sure the default value and any options are filled out.
  7. Click Save.

All other settings are optional. For more information, please refer to the Field Definitions page in the SmarterTrack Online Help.

Assign the Custom Field
To use a custom field, it needs to be assigned to a template. To assign it to a template, follow these steps:

  1. Log in to the SmarterTrack management interface as an administrator.
  2. Click the settings icon.
  3. Expand the System Settings and Custom Fields folders in the navigation pane.
  4. Click Templates. A list of available templates will load in the content pane.
  5. Select the desired template and click Edit.
  6. Click the Field Definitions tab.
  7. Click Add Field.
  8. Select the custom field to be added from the list. If you want to change the display name for this custom field, edit the Display Name field. Edit the Visibility field only if you want this field to be visible to certain user types (Everyone, Users, Agents, or None).
  9. Click OK.
  10. Click Save.

All other settings are optional. For more information, please refer to the Templates page in the SmarterTrack Online Help.

Assign the Template to a Department
To assign a template to a department’s ticket settings, follow these steps:

  1. Log in to the SmarterTrack management interface as an administrator.
  2. Click the settings icon.
  3. Expand the System Settings and Organization folders in the navigation pane.
  4. Click Departments. A list of available departments will load in the content pane.
  5. Select the desired department and click Edit.
  6. Click the Tickets tab.
  7. In the Ticket Template field, select the appropriate template from the list.
  8. Click Save.

All other settings are optional. For more information, please refer to the Departments page in the SmarterTrack Online Help.

 

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It would be really helpful if we had the ability to run a report and specify a custom field to grop by. For example to see how many tickets were received in the last 30 days grouped by a custom field value. That way we can setup our own internal tagging system to help us manage our tickets and get more insight on our support.
John Schroeder (May 20, 2014 at 12:31 PM)
John, you actually can do that. We use that internally to see tickets by ticket type. If you have custom fields set up, then they should be appearing in the Group By dropdown list.
Derek Curtis (May 20, 2014 at 12:50 PM)
Is there any way to show the custom field content along messages in ticket's communication thread. I saw you can have custom fields in signatures but can we do the same for ticket communication log?
Mazhar Qayyum (December 6, 2014 at 5:22 AM)
You can have custom fields show up in the message heard if you enable the "Show in communication field" option. To enable this login as the domain admin and go to Settings | Custom Fields | Template | (edit template) | Field definition tab and then edit the filed you want to display and enable this feature.
Brian Ward (December 8, 2014 at 8:12 AM)
Is there any way to pass the parameters to custom fields while creating a ticket using soap api in php.
krishna p (July 21, 2015 at 2:29 AM)
Before 10.6, we could have fields that were required and others that weren't. Now in 10.6, EVERY SINGLE FIELD MUST BE EDITED before a ticket can be closed -- even if no changes are made! This wastes a lot of time.
Aleyant (November 2, 2015 at 9:24 AM)
This should still be possible in the latest version of SmarterTrack. If you're experiencing something different, please submit a ticket to our support team so we can look into this.
Andrea Rogers (November 2, 2015 at 9:30 AM)

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