Use Custom Fields in Ticket Signatures

This article applies to recent versions of SmarterTrack. View articles for SmarterTrack 12.x and earlier.
Custom fields can be used in ticket signatures to provide unique agent information, such as an agent's personal phone number. This is a three-step process that includes (1) creating the custom field for agent use, (2) inserting that custom field in the signature, and (3) updating the agent's settings to include the custom field data. 

Create the Custom Field

Follow these steps to create a custom field for agent use only:
  1. Log in to the SmarterTrack management interface as a System Administrator.
  2. Click on the Settings icon.
  3. Under the Configuration header, click Custom Fields. A list of available fields will load in the content pane.
  4. Click the Add button in the content pane toolbar. The Custom Field modal window will open.
  5. Complete the following required fields: Field Name, Applies To, Data Type and Default Value. NOTE: If the data type is a drop-down menu, make sure the default value and any other options are filled out.
  6. Once the field is set up, click the Save button.
For more information, please refer to the Field Definitions page in the SmarterTrack Online Help.
 
Insert the custom field
Follow these steps to insert your new custom field in ticket signatures:
  1. Log into the SmarterTrack management interface as an System Administrator. 
  2. Click on the Settings icon.
  3. Under the Configuration header click Signatures. A list of signatures will load in the content pane. 
  4. Select the desired signature and click the Edit button. NOTE: If you have not already created your signature, please refer to the KB article Create a Default Signature for Tickets. (Alternatively, you can double click on the signature.)
  5. In the signature body, place your cursor where you'd like the custom field to be entered. From the Variables dropdown menu in the text editor bar, choose the custom field you created. 
  6. Click Save.
For more information, please refer to the Signatures page in the SmarterTrack Online Help.
 
Update agent settings
Follow these steps to update the agents' settings to include the custom field data:
  1. Log into the SmarterTrack management interface as an System Administrator. 
  2. Click on the Settings icon.
  3. Under the Manage header click Employees. A list of employees will load in the content pane. 
  4. Select the desired employee and click the Edit button. (Alternatively, you can double click on the Agent's name.) 
  5. Click on the Custom Fields tab and fill in the fields.
  6. Click Save.

 

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