Adding more information on the Client ID pop-up window

In an incident or task record, the User Details icon () is displayed next to the Client ID field. Staff members can mouse over the  icon to view additional details about the selected client in the User Details pop-up window. This icon is displayed when staff members view an incident or task record from the Remedyforce Console, Incident Console, or Task Console tab.

The fields on the Client pop-up window display client information when staff members view an incident or task record from the Remedyforce Console, Incident Console, or Task Console, tab. To view the Client pop-up window, staff members must move the mouse over  in the Client Details section of the incident or task records.

By default, the following information is displayed on the Client ID pop-up window:

• Title
• Email
• Phone
• Manager
• Extension

You can also show such a pop-up window with more information for contacts. To use a contact on the Incident form, add the Contact field to the Console - Client Details field set. For more information, see Adding or removing fields on a form. If you are using the Contact field on the Incident form, the following fields are displayed in the pop-up window and you cannot configure these fields:

• Name
• Email
• Mailing City
• Mailing State
• Mailing Country
• Mailing Postal Code

You can also use the Lead field on the Incident form, but no pop-up with more information about a lead is shown on the form.

To add more information on the Client ID pop-up window

1. Click the Remedyforce Administration tab.
2. On the Home page, click the Application Settings tile, and from the menu, select Global Search.
3. To add a new data source, click .
4. In the Data Source list, select User.
5. In the Data Field list, select the field that you want show in the Client pop-up window.
   For a field to appear on the Client pop-up window, data must be present in the field on the Client page (Remedyforce Administration > Manage Users > Clients). For example, say that you select the City field. The City field will appear on the Client pop-up window only for those clients for whom a value is present in the City field.
6. To configure the order of the fields on the Client pop-up window, select the row, and click the up and down arrows ( or ).
   To remove a data source, select the row, and click .
7. Click .