Methods of adding additional fields to cases or tasks

As a case business analyst, you can add additional fields to cases or tasks by adding the fields to a case template, task template, or record definition. When a case agent creates a case or task, the agent can view these fields and use them to store information about the case or task. You can either add fields to all cases or tasks, or add fields to specific cases or tasks.

Related topics

Adding-dynamic-groups-for-categorizing-dynamic-fields

Adding-custom-fields-to-views


Best Practice
We recommend that you add additional fields to a case or a task by adding dynamic fields to the case template or task template used to create the case or task.

You can add fields to a case or task in the following ways based on the action that you want to perform:

Goal

Action

Example

Reference

Add a field that applies to specific cases or tasks

Add dynamic fields to a specific case template or task template so that cases or tasks that are created by using the template contain the fields.

The dynamic fields that you add to a case template or task template are not searchable in the Case Console, Task Console, or global search. These fields are displayed only in reports.

A case agent wants to specify the employee hiring date for cases that are created for onboarding new employees. To enable the case agent to specify the date, you add a new dynamic field of date and time field type to the Employee Onboarding case template.

Add a field that applies to all cases or tasks

Add fields to a case record definition or task record definition.

You can add the fields directly by editing the record definition. The fields that you add to the record definition are searchable in the Case Console or Task Console.

Employees in your company have two managers, a primary manager and functional manager. A case agent wants to specify a functional manager for all cases. To enable the case agent to specify the functional manager, you add a new text field to the Case record definition and case views.

Add a custom field that you can use in approvals, notifications, reporting, service level agreements.

Create an extension record definition from a process question in BMC Helix Digital Workplace Catalog. Use the extension record definition in custom fields.

A case business analyst adds a vendor question in BMC Helix Digital Workplace Catalog to all service requests for procurement. When these procurement service requests are submitted, the selected vendor is added to a custom field on (or related) to the case. In BMC Helix Dashboards, a case agent creates a custom report by using the vendor field.

 

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