Depending on whether the field is predefined or user-defined, different settings can be made here. For predefined fields, it is not possible to change the type of the field.

The following field properties are available:

• Key: a unique key for this field. This can no longer be changed once it has been created. The key is used for internal assignment and is not displayed in the productive interface. Keys may only consist of lower case letters, numbers and the special characters _-(),. and may only occur once in the system.

• Label: the visible text with which this field is displayed to users. The label can be stored for any number of languages. At least one label must be specified for the default language. In the case of predefined fields, the default translations may not be able to be changed.

• Description: an optional description of the field, which can also be specified in several languages. The description has a purely informative function.

• Data type: determines which data can be entered in this field. The type of predefined fields cannot be changed.
  • Important: Changing the data type of an existing field deletes the data for this field from all tickets. Values stored for this field in Processes, Quick Tickets and Task Planner are also discarded.
  • Ignore time zone (only for type Date or Date with time): If this option is activated, this date/time will be used as a local date: it will always display exactly this local date/time for every user, regardless of their time zone. Otherwise, this value is interpreted as an exact time that is displayed to every user in their time zone.
  • Possible values (only for data type Selectable values): A list of values that can be selected for this field is stored here. A distinction can be made here whether a value can only be selected for the supporter or also for end users.
    • Own values can be entered: Option that allows you to enter your own values in the ticket field.
    • Multiple values can be selected: Option, which allows for storing several values in the ticket field.
  • Link (href) and title (only for data type External link): The link and the title to be displayed are specified here. The values of the other fields of the ticket can be used with placeholders. The key of the field is always used in curly brackets { and }. Additionally the fields of the ticket owner can be used by using {ticketowner. plus the key of the user-field.
    • Example external: https://www.server.domain.com/access/query={identifier}
    • Example owner field: https://www.server.domain.com/access/query={ticketowner.room}
    • Example for internal link on a view: /ticketlist/view/itilmaster.ticket{ticketId}
    • Note: If no value can be determined for the placeholder, it is removed from the result. Please note that not all fields can provide a textual value.

• Default value: depending on the data type, a default value can be defined. An exception are some predefined fields for which no default value can be specified. If a new ticket is subsequently created, the default value is already preset for the corresponding field.
  • If a default value has been assigned for the Resource resourceid field, it will only have an effect if neither the Category nor the User Class have set a resource, as these will be given priority. In addition, the default resource is not preselected when creating new tickets, but only set after the ticket has been created.
  • Note: If a default value is added to a new field, this does not apply to existing tickets.
  • Note: A field with the data type Selectable values requires a default value to be set. If you do not want any of the selectable values to be the default, you should add an empty entry or an entry <No value> to the list and select that as the default value.

• Visible for: specifies for which users this field is visible. It is possible to hide a field completely or only show it to supporters.
  • Note: hiding the field does not prevent editing by system processes, e.g. active processes, via Task Planner or WebAPI.
  • Note: hiding the field for the end user has no effect on the creation of new tickets. In order to no longer display a field to end users and allow them to actively change it, the option As end users for new tickets must also be adjusted to Do not display.

• As end users for new tickets: specifies whether end users can or must set this field as a mandatory field when creating new tickets.
  • Please note that the field may be offered in the dialog for creating new tickets despite the setting of the option Visible for. The background to this is that end users can set this field once and no longer have access to it later, e.g. because the supporters change this value and continue to edit it internally. If end users should not be offered this field at all, the value must be set to Do not show in addition to Visible for.

• Mandatory field for dispatcher: specifies whether the dispatcher must enter a value for this field before a ticket can be authorized or closed.
• Mandatory field for resource: specifies whether the resource member has to enter a value for this field before a ticket can be processed or closed.
• Dispatcher/resource must change default value : If activated, then the default value is not accepted as a valid value. The field must therefore be actively changed to a different value. This can be useful if the Resource must set a valid value, but a default value may be used initially. For the Checkbox data type in particular, the default value can be used to control that only an activated checkbox should be accepted.