Mapping fields to external data sources

You can map fields to bring data into your FootPrints system, for populating tickets and forms. You can select Simple Text, Long, or Integer field types.

When defining multiple lookup, cyclic lookups are prevented because each lookup can be triggered only once. If another lookup changes a modified field, the previous lookup is not triggered again.

To map a field to an external data source

1. Open the item where you want to map the field:

   1. Click the Administration tab.

   2. In the appropriate section, click the container that you want to modify, or click Manage to open the container Administration page. Then double-click the container.
      The container details page appears.

   3. In the left pane, click the item link (such as Record Definitions for workspaces or Contacts for address books).
      The Items page appears. 

   4. Double-click item that you want to modify.
      The item details page appears.

2. In the left pane, click Fields.
3. Select a field to map to an external data source.
   You can select Simple Text, Long, or Integer field types.
4. Click Link to Data Source.
   The Link Device Name to Data Source page appears. This page contains the same fields and layout seen on import pages with the addition of the Delimiter column in the Map fields table. The field selected on the Fields page is listed at the top in bold because it is the field that users can use to look up values when creating or editing tickets.
5. (Optional) In the Delimiter field, type the delimiter character.
   The returned information is separated with one carriage return after each delimiter.
6. (Optional) To enable the lookup fields for the users, in the Enable Lookup Triggers for section, select the appropriate option:
   • Agents: Select this option to enable field lookups only for the users with Agent role.
   • Customers: Select this option to enable field lookups only for the users with Customer role.
   • Both: Select this option to enable field lookups for users with Agent and Customer roles.
7. (Optional) If you want a lookup triggered under certain conditions, in the Trigger Lookups Automatically section, select an appropriate option:

   • When a customer submits a record

   • When a user links a contact and the field value is populated automatically
   • When a dependent lookup field is populated as a result of this lookup
     You can select multiple options.
8. In the Multiple Result field, select When multiple results are found for a multi-line field, includes all results in the field.
9. (Optional) In the Sort Order for Multiple Results section, select Primary Sort and Secondary Sort options for the fields mapped in the Map item fields list.
   You can select Ascending or Descending. This selection affects customer searches because they see the first record in the returned list.
10. In the Lookup Order section:
    
    1. Review the list of fields with lookups defined.
    2. Click the up and down arrows to change the order in which the lookups are triggered.
       The principal lookup field is in bold, regardless of where it is placed in the list.
11. Click Save.
12. (Optional) Review the lookup fields to verify they do not conflict and adjust them as needed:
    1. Click the Fields tab and then click Manage Linked Fields.
       The Manage Lookup Fields dialog box appears.
    2. Review the list of fields. Click the arrows to change the order of the lookup fields.
    3. To remove a field from the list, select it and then click Remove Link.
    4. Click Save.
13. Publish the container to implement your changes:
    
    1. In the breadcrumb trail, click the container link.

    2. Click Save and Publish.

       A confirmation message appears.

    3. Click Yes.

       The Publication Succeeded message appears, showing the number of errors and warnings.

Related topics

Configuring fields

Linking fields to external data sources