Setting up Multi-Select Dropdown for Incident, Service Catalog and Change Forms

Use multi-select dropdown fields to create an experience that allows users to select multiple options for a field from the dropdown. Multi-select dropdown fields can be used for Tickets, Problems, Changes, and Releases in Freshservice. You may also use them while creating custom fields for the service catalog.

For example, you want users to choose a list of applications from an access request form. Create a multi-select dropdown with all the application options instead of checkbox fields. With this, users can choose multiple values for a single field, from the options available in a custom dropdown.

Here’s how you can set up multi-select dropdown fields:

1. Go to Admin Settings > Global Settings > Field Manager.

   Note: 
   For service catalog: Go to Admin Settings > Global Settings > Service Catalog > Catalog Item 
   For individual workspaces: Go to Admin Settings > Global Settings > Workspace Settings > Field Manager

2. Choose Ticket Fields.

3. Click Multi-select dropdown from the drag & drop field box and add the field.
   
   

4. Define the field visibility, whether it is to be editable, and if it is a required field when they submit the ticket.

   Customize the name of the field.

5. Choose Ticket Fields.

6. Define the field visibility, whether it is to be editable, and if it is a required field when they submit the ticket.

   Customize the name of the field.

7. Choose whether the field should be a Custom Dropdown or be Select from Data Source.

   • Custom Dropdown: Add the choices that should be displayed in the dropdown.

   • Data Source: Choose the data source to be displayed, from the dropdown.
     
     

8. Customize the name of the field for both agents and requesters.

9. Add the choices that should be displayed in the dropdown.
   

   • Bulk Add Choices: Fill in your choices in bulk. Use the enter ↵ key to add a new choice. When a choice is repeated in the same category, it is considered duplicate and will be skipped. Pasting new choices over a bulk selection removes existing choices and replaces them with newly added ones.
     

10. Click Done to save the field.

11. Click Save to save this form.

Note:
You can also Bulk Add Choices to the dropdown instead of creating them one by one, by copying the required choices to the text area from a notepad or CSV file. 
Bulk adding of choices is supported for all modules except Asset Type and Fields.
Select from Data Source is applicable only for service catalog multi-select fields.
Workspace admins can view the list of global and local workflows applicable to their workspace. The global workflows execute first, followed by the workspace-level workflows.
Freshservice limits the number of fields that can be added to the service item form. Refer this article to learn more.