Unable to add a form field as a column in service desk request queue

[Scott C]

Hi all,

I am just wondering if I am able to add a column or two into the servicedesk queue that deals with requests. I currently have the default Key, Summary, Reporter etc, but I want to know if it is possible to add a new column with a label/field key that I have in my form that users fill out.

For example, one of the fields in my form has a label of "Location:" and a field key of "location", that lets a user choose an input from a dropdown. Is there any way of getting this field as a column so then I could filter by that piece of data etc, or is there no way to extract data from your form fields and add them as a column?

Regards,

Scott

[Dirk Ronsmans · Accepted solution]

@Scott C welcome to the community!

In queues you can only show fields that are "real custom fields". If you have unattached fields on a Form (the new Forms feature) then you cannot add that to the queues.

If however it is attached to a real custom field then you should be able to "edit the queue" (if you have the rights) and add the columns you want.

[Scott C]

Hi Dirk,

Thanks for that, looks like that was basically what I was looking for.

Once you attach it to a real custom field, is there a way to edit the name of that custom field instead of it being "Small Text Field" as a column, I could rename it to something more logical?

[Dirk Ronsmans]

You can not rename the header in the queue but you can rename the field itself in the custom fields section.  

if it’s being used in other places too you might want to create a bespoke field for it otherwise you’ll impact the other places too.