Large organizations handle numerous requests and approval processes daily, managed primarily by IT teams. From software and hardware requests to password resets, these tasks require capturing information across various forms to fulfill employee needs and maintain records.


Adding a lookup field to service item forms in Freshservice streamlines this process by referencing existing data within the service desk. This enhances efficiency by precisely documenting different field types, such as locations, assets, reviewers, or approvers. It simplifies authorizations, reduces processing time, and optimizes service request workflows.


Creating a Lookup field will populate appropriate field properties and create relevant hierarchical relationships when your end-users fill out their forms. They can use the dropdowns to navigate through data and pick from different options you’ve configured for them.


Values that can be looked up while creating the form: 

  • Location: Services required by employees while traveling across different countries for trade shows, translation support, and global offices can be documented. 
  • Requesters: Services that require notifying and setting up approvals for managers who also belong to Requester Groups. You can add conditions to requesters such as Department, Location, and Requester Group. 
  • Agents: Services that require peer reviews from agents within the same Agent Group. You can add conditions such as Location and Agent Group. 
  • Assets: Service requests about any upgrades, replacements, or refurbishment of assets based on conditions such as Department, Location, and Asset Type.


Note: You can add up to 10 Lookup Fields to a service item form.


To add a lookup field to a service item form: 

  1. Navigate to your Admin > Service management > Service request management > Service catalog. If your account has more than one workspace, navigate to Admin > {Worskpace Name} > Service management > Service request management > Service catalog.
  2. This will open a list of all the service items available within your service desk. 

  3. Click on any existing service item listed.
    Alternatively, if you’re creating a new service item; 
    1. Click on the Add New button located at the top-right. 
    2. Select Service Item from the dropdown.
  4. Click on the Custom Fields tab on the left pane. The page will automatically scroll down to the Custom Fields section. 
  5. Clickto open a pop-up window of the Dropdown Field Properties.
  6. Alternatively, you can also drag and dropin the space provided.
  7. Enter a Field Name. 
  8. Select the radio button next to Select from Data Source. 
  9. Click on the Data Source dropdown. 
  10. Select one of either Location, Requesters, Agents, or Assets.
    • If you select Requesters you can add up to three conditions (Department, Location, and Requester Group).
    • If you select Agents, you can add up to two conditions (Location and Agent Group).
    • If you select Assets, you can add up to three conditions (Department, Location, and Asset Type).

  11. Click Done to add the Custom Field dropdown. 
  12. Navigate to the top-right and click Save. 
  13. Select Save & Publish to finalize your changes. 


Note: Dynamic sections are not supported within Lookup fields.