Return to Service Design
- 1. Custom Forms
- 2. Accessing Custom Forms
- 3. About Custom Object Designer
- 4. Adding Custom Fields
- 4.1 Adding the Object Type and Tab for a Service Request
- 4.2 Adding Fields to a Custom Object
- 4.3 Custom Request Types Visibility
- 4.4 Adding Permissions to Custom Objects, Tabs and Fields
- 4.5 Copy-Paste Multiple Custom Fields
- 4.6 Other Field Functions
- 5. Custom Field Dependencies (FRX)
- 6. Associate Categories and Teams to a Request Type
- 7. Notes on Specific Types of Custom Fields
- 8. View Options Tab
With the Custom Forms, you can customize ServicePRO to collect information to fulfill your company’s unique processes.
In ServicePRO, you manage various records for your company, such as Users, Categories, Service Requests, Assets, etc. In ServicePRO, these records are called ‘objects.’
Each object within ServicePRO is essentially a unique and standard form for collecting, recording and managing information.
The Custom Forms enables you to customize any of the objects by adding your own tabs with fields to them.
Custom Fields are used to customize ServicePRO to better suit your requirements. You can add Custom Fields to any ServicePRO object:
- Service Requests
- Purchase Requests
- Purchase Orders
- Organizational Units
- Best Solutions
To access the Custom Form Designer:
- Open the Backstage Menu, and select the Design tab
- Under Service Catalog, select Custom Forms
- From the Workbench, select the Setup/Administration icon.
- At the top of the Setup/Administration window, select the Design tab.
- Under Service Catalog, select Custom Forms.
The Object Designer role is required to add and modify custom fields. There are no limits to the number of custom fields that can be added to ServicePRO, but to avoid performance problems and possible issues while editing or saving custom object fields, the following are guidelines for the maximum values supported by Custom Object Designer.
- Maximum 100 custom fields per Tab
- Optimally, should NOT exceed 300 fields in all tabs per Custom Object
- Maximum 20 Tabs – 300 fields can be distributed in these 20 Tabs
NOTE: We recommend adding maximum of 100 fields per tab in order to maximize performance. After more than 100 fields are added on one tab, performance may become sluggish.
Every ServicePRO object has a default type, called “Generic,” that includes predefined ServicePRO fields. There are three main considerations when planning custom fields:
- Define the new type for the object to which you are adding the fields.
- Create a tab that will contain the custom fields and add the fields. By default, your first tab on an object will be created for you.
- Define the Roles required to view or enter information into the fields.
NOTE: Plan custom fields carefully. We strongly recommended that you run a complete backup of your ServicePRO database before adding custom fields.
- Add the new object type.
- Add the tab where the fields will appear.
- Add the fields to the tab.
- To add a new service request type, highlight the Service Request object in the Predefined Object tree. Then, click on the Add icon on the Update tab, Object Type group. You can also click on the Service Request option on the drop down menu under the Add icon.
- Under the Predefined Objects pane, the new object is added to the list under a generic name. To give it a new name, select the Rename Object option under the Object Type group of the Ribbon toolbar. The default name for the new type is New [Object Name].
- By default, the first tab in your object will be created for you. In the Properties pane of this tab, enter a name.
- From the Input Fields pane in the left panel, drag and drop a field type to be added. You can also double-click an Input Field to be added to your tab.
- When a field is in focus, the Properties pane one the right will reflect your new Custom Field.
- Enter the new field’s name in the Name field.
- You can use the Description field to explain the field’s purpose. This can be of value to other reps that look at the field in the future and need to understand why it was created.
- Depending on the type selected, you have various options for field size and defaults. The table below provides more information about definitions and field options.
|Text||A combination of numbers and text up to a maximum of 255 characters.||• Single or multi-lined - specify if the field should populate a single line or multiple lines|
• Size - maximum number of characters
• Default - available, but not typically applicable to this field type
|Date||Day, Month, Year. Note that this data type prompts a calendar to select a date from.||• Default - the date the field was created or the current day's date; applies to new records only|
|Checkbox||Checkbox that helps for a single response of either checked or unchecked.||• Default - select "Checked = True" to have the field selected by default for new records|
|Dropdown||A combination of options that are specified for your requirements||• Specify a series of text or numerical values that can be selected in a dropdown list|
|Hyperlink||A URL that a user can launch when updating or viewing an object's details.||• Size - maximum number of characters|
• Default - a URL that is entered by default during data entry
|Radio Button||Shows a set of options, only one of which can be selected at any time.||• Can have multiple choices to choose from|
|Masked Entry||Allows you to create a field with a specific format.||• Examples include IP addresses, phone numbers|
|Function||Several formula fields for use.||• Addition, multiplication and averages|
|Lookup Box||Create a "Find Object" field based on your existing ServicePRO object tables.||• Can be used with ServicePRO user, category, Organizational Unit, etc.|
|Numeric||Integer, a numeric value with no decimal.||• Default - available, but not typically applicable to this field type|
|Numeric with Decimal||A number with a decimal.||• Size - maximum number of characters|
• Precision - maximum number of digits to the right of the decimal point
• Default - available, but not typically applicable to this field type
|Date & Time||Date and Time. Will invoke a calendar used to select the date.||• Default - The date the field was created or the current day's date; applies new records only.|
- Click on the 'Required' checkbox to make the field mandatory. Users will not be able to save a request or changes to an object if this field is not populated with a value. The application will prompt for a value to be entered as a placeholder for empty records.
- Click on the Validation button to set rules for the type of data allowed in the field. When you select this option, the Validation Rule tab appears.
- Click on the Index check box to index this field for faster searching. This feature should only be selected for fields that are frequently accessed in ServicePRO searches, queries, and reports.
- The Trace check box is available only for service request custom fields. Click on this check box to have a trace memo created when the related field is changed. The trace memo stores the old and new values.
Before saving the custom field, follow the next procedure to define the user privileges required for entering and viewing data in this field.
Custom Request Types appear based on different criteria in ServicePRO and ServicePRO Web.
|When Type is not viewable||Type should not be in the list||Type should not be in the list|
|When Type is Viewable but no tab is viewable||Hide Custom Editor||Hide Custom Editor|
|When Type/Tab is viewable but tab does not contain any field||Hide Custom Editor||Hide Custom Editor|
|Type/Tab is viewable, tab has fields but not viewable||Show custom Editor with tab without any field||Hide custom Editor|
|Type/Tab/Fields is viewable||Show on UI||Show on UI|
- Select a field in the design area of your tab.
- In the Modify Field task group in the Ribbon Toolbar, click on the Grant Access option to assign the user privileges required to update the data in the related custom field.
- In the View column on the Permissions window, assign the user privileges required to view the data in the related custom field.
- In case of a Function Field, if the destination Custom Form is same as the Source Custom Form, copy/paste is still allowed.
- If Destination and Source Custom forms are not the same, the user will be prompted with a warning message.
- If the copied field contains FRXField property rules (visibility or validation), when the field is pasted the user will be prompted with a warning as Dependency properties are not retained in the destination form.
- Move to the Validation Rule tab for the custom field.
- From the Match field, select the basis for the rule:
- Contains – Data entered into the field must contain a specific value.
- Does not contain – Data entered into the field cannot contain a specific value.
- Starts with – Data entered into the field must start with a specific value.
- Ends with – Data entered into the field must end with a specific value.
- In the Value field, enter the required value.
- Click Add to add the rule.
- If this custom field requires multiple rules, repeat steps 2 and 3 to add the next rule.
- Before clicking Add, choose a selection type:
- Or – The default value. If you choose this operator, the data in the custom field can match any one of the specified rules to be considered acceptable.
- And – If you choose this operator, the data in the custom field must match all of the specified rules to be considered acceptable.
- Click Add to add the second rule.
- Select Drop down option from the Input Fields pane and drag to your tab.
- Enter a Name for the list in the Properties pane.
- Specify the Type of field you want to create. Once your type is created, you will be prompted to enter your selections.
- In the Data field, enter a value.
- Click Add.
- Repeat steps 4 and 5 until all values are added for the new field.
- Click OK to save the values.
- Remove – Highlight a value and click Remove to delete it.
- Set as Default – Sets the default value for the list.
- Rename – Highlight a value and click Rename to rename it. The value is removed from the list and appears in the Value field. Enter the new name then click Add to add it to the list.
- Move Up, Move Down – Highlight a value then click the Move Up or Move Down button to re-position the value in the list.
To create a lookup list from existing ServicePRO values, complete the following process:
- Select LookupBox option from the Input Fields pane and drag to your tab.
- Select the ServicePRO Object Type this lookup field will be searching.
- Enter a Name for the field and a Description.
- From the Reference Fields pane, select an object and drag to your tab.
- You will be prompted to select a specific object type.
- Update the properties for this field in the Properties pane.
- Save and update the custom field.
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- Vertical Lline
FRX fields are created on a one parent dependant, many children structure, with cascading support of parent-child structures. Validations can be run on the children based on the values selected on the dependent parent field. The child field can also have the value pre-populated with default(s) based on parent values. Visibility of child fields can also be controlled via FRX.
- The following fields cannot be selected as an FRX Field -
- Graphical elements
- Reference fields (both view-only and shared)
- A field that has the current field as FRX field
- The following fields cannot have FRX Field set –
- Shared Reference Fields
- If the current field is used in shared reference
- The following fields cannot have FRX validations set –
- Graphical elements
From here, the parent FRX field can be defined by clicking the find button. This first needs to be selected before the FRXValidation and FRXVisibility field rules can be set. The validations and visibility filters will be looking at the value of this field to validate/show/hide the child field(s)
Clicking on the find button will open a selection list that lists all valid fields for selection on current request type.
To clear the FRXField assignment, click on the x delete button to remove the field from FRXField.
The validation rules can be defined here. These will be based on the current parent field value defined under FRXField.
Click on the gear to open the Setup conditions dialog.
From here you can define condition(s) for parent value. Parent value field will populate based on the parent field type. Enter or select a value.
Under Valid value(s), enter a string or multiple strings separated by a ~ character. If the parent condition matches, these values will be the validation values for the child field.
Click on Save Rule to add the rule to list. You can have multiple validation rules. Just click on New Rule button to add any additional rules. When done, click on the Ok button to close the Setup conditions dialog.
Visibility rule(s) can be defines in the same way as validation rules. Click on the gear to open the Setup conditions dialog.
From here, you will be able to define a condition for the parent value. Click Save Rule when done. Additional rules can be added by clicking on New Rule button. When completed, click on Ok button to close the dialog.
Visibility of fields will also be dynamic based on parent value selection. If FRXVisibility rule conditions match, the field will become visible.
When a Service Request type is created, you can specify which categories will be available when it is used. This will allow for relevant relationships to be created between a category and a Service Request.
Service Request types can also be associated with only specific teams. Only users within those teams will have the ability to log, update or view these types of requests.
Custom fields can be created for assets in the same manner as other ServicePRO objects. ServicePRO includes three predefined asset types. You can add custom asset types as needed.
You can add asset types to ServicePRO without creating custom fields for them. An asset type is added to a drop-down list of available types when creating or updating an asset. The Asset Type field can filter assets when you search for them. ServicePRO also generates two reports that group assets by asset type.
When a product is received via the purchase order process, it can be allocated to the requester for whom it was ordered. For the allocation to occur automatically the product must be designated as a "Managed Asset" – the default.
You can define a product as “Consumable.” These products (for example, expendable items such as printer cartridges and paper) will not be allocated when they are received. Asset administrators can select this product type when creating products that they do not want to allocate when their orders are received. The Consumable Asset allocation, shown below, is available when you add a new product type in the Custom fields window.
You can add product types to ServicePRO without having to create custom fields for them. These types are added to the list of product types that ship with ServicePRO, available when you add/update a product.
Three default company types (Default, Manufacturer, and Vendor) are predefined in ServicePRO. You can define additional types and any company can be assigned multiple Company Types. If you define other company types, an Other drop-down list appears in line with the Manufacturer and Vendor check boxes for Company Type as shown below. If you do not define other company types, the Other drop-down list does not appear.
Company types can be added to ServicePRO without creating custom fields for them. Companies can be sorted by Company Type when searching.
When you select more than one Field on the grid with your mouse, and click on an Alignment icon, you position the Fields so that they correspond on the grid.
You select a Field and click on a Distribution icon to position the Field pixel by pixel to its place on the grid.