Define custom fields to accept additional ticket data when raising ticket to SharePoint

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Can I define custom fields that take a simple text or date/time or yes/no data type, and which I can use to enter value when raising ticket to SharePoint?

Yes. You can deploy any number of custom fields that take different data types and these fields will be available in the Ticket form in Outlook, such that, when you are raising a ticket from an email or phone call, you can fill in the value directly. You can define such custom fields that take the following data types in Issue Tracker Admin Panel.

  • Currency
  • Choice
  • Date/Time
  • Numeric
  • Text
  • Yes/No

STEPS TO CONFIGURE:

1. Under Issue Tracker Toolbar/Ribbon go to Team Settings menu > Custom Fields



2. Here you will configure a master list of custom fields that you want to use in the Ticket form in Outlook. Enter the name of the custom field, followed by selecting the data type. Supported data types are Currency, Date/Time. Numeric, Text, Yes/No etc. Note that, when you enter the name of the custom field, avoid using symbols and other non-alphanumeric characters. Once you have compiled your list of custom fields, save it.



3. Now, these custom fields will be available under the fields mapping tool, where you can map each field to a SharePoint list field. If there are no existing fields in SharePoint list that matches that data type, you can dynamically create one from within the mapping tool. When you map a custom field to a SharePoint list field, you are technically deploying that custom field to that particular SharePoint list.The custom fields (non-drop down lists) would appear with ‘CF_’ prefix (for recognition). Notice that custom fields are colored green. If some of the custom fields are not required for that particular SharePiont list, you can ignore the mapping for that custom field (that is, you can leave it empty). Now, save the mappings.


4. So, when you raise a new ticket from an email, you will see the custom fields of non-drop down lists available for feeding a value. Notice that, in the date/Time custom field, you can double click the cell to popup the date picker. Similarly, in the Yes/No custom field, there will be a checkbox, and so on.



5. These custom fields are also available in the Summary Reports (at the end of the variables list).



6. These custom fields will also be available in the OLAP Statistics tool. Here interesting observation is, if the custom fields are of currency or numeric data types (measurable entity, that is), they will appear in the Measures group. This is handy, if you want to quantify other dimensions of the helpdesk with this particular custom field. Example, Bonus Amount is a currency field and SSN is a numeric field. Both are available in the Measures group.

All the custom fields are listed under the ‘Custom Fields’ group as hierarchical members. You can drag or use these custom field in the rows and columns areas of the chart or grid. Finally, custom fields with Date/Time data type will appear as composite hierarchy in the form of Year > Quarter > Month > weeks > Day > Hours > Minutes etc…. For example, Delivery Date below is one of the custom field with the date/time data type.