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Shared Fields in Service Requests

 We need the ablity to have shared fields in our service requests, so that we dont need to duplicate this for each separated SR.  For example, we want a Branch Location field in each SR, we have 15 branches or so, right now we need to enter all those choices in each SR we create, this is not convenient.  Any field that Tickets use should be accessible and sharable in SRs.


28 people like this idea

Yes please! This would be very convenient as we have 10+ jobsites and if we have to change one or add a new one, I need to edit every SR.

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It would be good to allow the shared fields from Tickets/Problem/Change.... to be used in Service Request forms.  Also to create fields with populated lists which could be used globally.


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It seems to me to be essential in order to create rules or tasks based on these fields and thus develop a rudimentary workflow. 

Desperately need this - for example I want to add a service request for employee onboarding.  I can't use the already existing fields of location and department - and these are key to onboarding!  I have too many of both to key them into a new dropdown and I don't want to maintain them in two places!

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Perhaps take this even a bit further by looking at the concept of Global lookup fields. These can then be used in any of the forms in the system.

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I am desperate for a shared custom field. We have a custom "dept" field rather than use the in built department field which pulls across messy department names from Active Directory, so we have around 300 entries in the dept field and having to add and build this to each new form that gets created is a massive pain.

Agreed wholeheartedly.

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Any update on this one?

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This is a constant struggle for us as well. It would allow us to simplify our workflows if we could add in the department field for example and then reference the department head in a workflow. Right now everything is manual making it almost impossible to make efficient workflows on some service requests.

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I am in the process of updating around 60 forms on our service catalogue to add a single dropdown field with over 140 items in the list. I am aware that the shared field option is in development and have seen a very early beta demo on this, is it possible that I could be added as a participant on the beta test on this function as it will save me hours of time in preparation for our freshservice go-live and also I will be able to provide feedback on any technical issues before it is released (proposed Q4 2019 I believe) 

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Bonus: Having these shared fields work in Service Catalog items also work with the new Employee Onboarding feature is a desperate need for us.

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Much needed fields should only need to be created once. I need to add Department and Location to a Service Request and there is no option.

Do we have an ETA on this? I was told this is in the works by a Rep.

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Definitely a must-have, hopefully, it gets implemented. This would save a lot of time when creating and maintaining fields and their values. Seen this feature used in other helpdesk platforms. Usually, there are global form fields that can be created and then used in any form or in our case, forms and service requests!

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