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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

I could not agree more. It's was easy enough to do in the 'Ticket Fields' which allowed users logging an Incident to a Site/Location (not necessarily and Office). That field is then available for filtering in the ticket list view.

The issue is with Service Requests and the catalog. Each service would need to have Site/Location built and is not a filterable field in the ticket list view. Service Desk Administrators can add the Site/Location manually based on the 'Ticket Fields' but this is not presentable to the user when logging the Service Request. It's a bit of a mish-mash.

So annoying having to maintain the same field across several service items.

Really wish they would bring this in.

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!

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

1 person likes this

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.

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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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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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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Any update on this one?

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Agreed wholeheartedly.

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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.

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.

4 people like this

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

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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