Configuring Custom Fields for Problem Management

Owned by Enterprise IT
May 29, 2024
12 min read

SummitAI Service Management Help

Problem Management

You can add new Custom Fields using the Form Builder for the Problem Management.

To configure Custom Fields for Problem Management module:

  1. Select Admin > Basic > Infrastructure > Form Builder.
  2. Select the required Tenant.
  3. Select the Module name as Problem Management. On the ACTIONS panel, click ADD NEW.
  4. Under the FORM DETAILS tab, select the tab where you want to display the Custom Fields from the Display At list. Click NEXT.


    Figure: FORM BUILDER page: FORM DETAILS tab

  5. Under the FORM BUILDER tab, you can select the Custom Fields to be displayed on the page. From the left- hand side panel, select the type of field that you want to add from the Simple Controls, Group Templates, Form Templates sections. Drag and drop it in the central section of the page.
  6. Based on the field type selected, the properties are displayed under the PROPERTIES section on the right-hand-side panel. Fill in the required property details.
  7. Click the Plus icon to make a copy of the Custom Field and the Delete icon to remove the Custom Field. You can also change the sequence of the fields by dragging them up and down. For more information about the various types of fields and their properties, see Field Description.

  8. Click SAVE AS TEMPLATE button to save the Form as template. On the Save Form pop-up page, type in the name for the Form in the Form Name text box and click SAVE. The saved Form is available under Form Templates and can be re-used. 


    Figure: Save Form pop-up page

  9. If a Group is selected SAVE GROUP AS TEMPLATE button is displayed. Click the SAVE GROUP AS TEMPLATE button to save the selected Group. On the Save Group pop-up page, type in the name for the Group in the Group Name text box and click SAVE. The saved Group is available under Group Templates and can be re-used. Click NEXT. 

    Save Group pop-up page
    Figure: Save Group pop-up page


    PMW-1.png
    Figure: FORM BUILDER page: FORM BUILDER tab

  10. Under the PREVIEW tab, you can view the Custom Fields that you added.
  11. Click SAVE. The Custom Fields are configured.


    Figure: FORM BUILDER page: PREVIEW tab

Field Description

The following table describes the field types and their properties on the FORM BUILDER page under the FORM BUILDER tab:

Field

Description

Group

Click Group to create a group under the tab. Use this to group related fields. Type in the required values for the following properties:

  • Label: Type in the label name of the group.
  • Description: Type in the description about the group.
  • No. of Columns: Select the number of columns that can be added under the group. You can add maximum of two columns.
  • Multivalued Group: Click Is Multivalued Group to indicate that multiple fields can be added under the group. If this check box is selected, you need to also specify a value for Page Size. The Page Size indicates the maximum number of fields allowed on a single page.
  • Access to Workgroups: 

Text/ Text Area

Click Text to create a text box field. Click Text Area to create a text box field that allows more characters compared to text box field. For example, for User Name, use Text and for User Comments, use Text Area. Text and Text Area have the following fields:

  • Label: Type in the label name for the text box or text area.
  • Required: Select the Required check box to make the text box or text area a mandatory field.
  • Status: Select the required status from the drop-down list.
  • Extend to work Order:  Select the Extend to work Order check box to enable/extend the custom attributes configured for the Problem Management module to work orders created from a problem record.
  • Tooltip Text: Type in the tooltip text for the users to help them in typing in details in the field.
  • Watermark Text: Type in the watermark text that should appear in the text or text area field if the user does not enter any information in the field (applicable only for Text Box). 
  • Size: Select the size of the field, Small, Medium, Large.
  • Length Limit: Specify the length of the field by entering values in Min and Max fields.

Check Box

Click Check Box to create a check box field. Type in the required values for the following properties:

  • Label: Type in the label name for the check box.
  • Required: Select the Required check box to make the check box a mandatory field.
  • Status: Select the required status from the drop-down list.
  • Extend to work Order:  Select the Extend to work Order check box to enable/extend the custom attributes configured for the Problem Management module to reflect in work orders created from a problem record.
  • Tooltip Text: Type in the tooltip text for the users to help them in typing in details in the field.

Drop-down

Click Drop-down to create a drop-down field. Use this field to add an attribute for which the user needs to select from multiple available options. Type in the required values for the following properties:

  • Label: Type in the label name for the check box.
  • Required: Select the Required check box to make the check box a mandatory field.
  • Status: Select the required status from the drop-down list.
  • Extend to work Order:  Select the Extend to work Order check box to enable/extend the custom attributes configured for the Problem Management module to work orders created from a problem record.
  • Size: Select the size of the field, Small, Medium, Large.
  • Parent: Select the parent for this drop-down list. The values of this drop-down list depends upon the value selected in the Parent drop-down list.
  • Options: Select the appropriate data source option for the drop-down list. Following are the available options:

    • Common Master: If selected, the Type field is displayed. Search and Select the required Common Master Type from the Type drop-down list. The Drop-down list, on the NEW PROBLEM RECORD page is populated with all the configured options for the sub-category.

      Note:

      If the selected Common Master Type configured with Domain-specific values, then the Drop-down custom field on the NEW PROBLEM RECORD page (Problem > User > New Problem Record) displays the Tenant's Domain-specific values.


    • Customer Master: If selected, the Type drop-down list is displayed. Select the sub-category in the Type drop-down list. The Drop-down list, on the NEW PROBLEM RECORD page is populated with all the configured options for the sub-category.  

    • Problem Master: If selected, the Type drop-down list is displayed. Select the sub-category in the Type drop-down list. The Drop-down list, on the NEW PROBLEM RECORD page is populated with all the configured options for the sub-category. 

    • Manual: If Selected, a new text box is displayed, where you can type in the options manually. This options are displayed in the Drop-down list on the NEW PROBLEM RECORD page.

    • User Master: If selected, the Type drop-down list is displayed. Select the sub-category in the Type drop-down list. The drop-down list on the NEW PROBLEM RECORD page is populated with all the configured options for the sub-category.


Date

Click Date to add a date field. Type in the required values for the following properties:

  • Label: Type in the label name for the date field.
  • Required: Select the Required check box to make the date field a mandatory field.
  • Status: Select the required status from the drop-down list.
  • Extend to work Order:  Select the Extend to work Order check box to enable/extend the custom attributes configured for the Problem Management module to work orders created from a problem record.
  • Size: Select the size of the field, Small, Medium, Large.
  • Tooltip Text: Type in the tooltip text for the users to help them in selecting date for this date field.
  • Include Timestamp: If selected, the users can configure the time along with the date.

Number

Click Number to add a number field. For example, Maximum Approvals Required. Type in the required values for the following properties:

  • Label: Type in the label name for the number field.
  • Required: Select the Required check box to make the number field a mandatory field.
  • Status: Select the required status from the drop-down list.
  • Extend to work Order:  Select the Extend to work Order check box to enable/extend the custom attributes configured for the Problem Management module to work orders created from a problem record.
  • Size: Select the size of the field, Small, Medium, Large.
  • Tooltip Text: Type in the tooltip text for the users to help them in entering number values for this field.
  • Minimum/ Maximum: Specify the range of numbers that can be entered in this field by entering values in the Above and Below fields.
  • Integer Only: Select the Only accept integers check box to allow users to enter only integers. Any number without any decimal value is called an integer. For example, 121, 57, 23 are integers. However, 20.1, 56.8, 13.01 are not integers.

E-mail

Click E-mail to add a field for entering e-mail ids. Type in the required values for the following properties:

  • Label: Type in the label name for the e-mail field.
  • Required: Select the Required check box to make the e-mail field a mandatory field.
  • Status: Select the required status from the drop-down list.
  • Extend to work Order:  Select the Extend to work Order check box to enable/extend the custom attributes configured for the Problem Management module to work orders created from a problem record.
  • Size: Select the size of the field, Small, Medium, Large.
  • Tooltip Text: Type in the tooltip text for the users to help them in entering value for this e-mail field.

File

Click File to add a field where files can be added. Type in the required values for the following properties:

  • Label: Type in the label name for the file field.
  • Required: Select the Required check box to make the file field a mandatory field.
  • Status: Select the required status from the drop-down list.
  • Extend to work Order:  Select the Extend to work Order check box to enable/extend the custom attributes configured for the Problem Management module to work orders created from a problem record.
  • Size: Select the size of the field, Small, Medium, Large.
  • Tooltip Text: Type in the tooltip text for the users to help them in entering value for this file field.

Price

Click Price to add a field where prices can be added. For example, Project Cost. Type in the required values for the following properties:

  • Label: Type in the label name for the price field.
  • Required: Select the Required check box to make the price field a mandatory field.
  • Status: Select the required status from the drop-down list.
  • Extend to work Order:  Select the Extend to work Order check box to enable/extend the custom attributes configured for the Problem Management module to work orders created from a problem record.
  • Size: Select the size of the field, Small, Medium, Large.
  • Tooltip Text: Type in the tooltip text for the users to help them in entering price for this field.
  • Units: Type in the unit based on which the price should be calculated, for example, per hour or per piece.

Website

Click Website to add a field where website URLs can be added. Type in the required values for the following properties:
Label:

  • Label: Type in the label name for the website field.
  • Required: Select the Required check box to make the website field a mandatory field.
  • Status: Select the required status from the drop-down list.
  • Extend to work Order:  Select the Extend to work Order check box to enable/extend the custom attributes configured for the Problem Management module to work orders created from a problem record.
  • Size: Select the size of the field, Small, Medium, Large.
  • Tooltip Text: Type in the tooltip text for the users to help them in entering website URL for this field.

User

Click User to add a field for searching files and attaching them. Type in the required values for the following properties:

  • Label: Type in the label name for the search field.
  • Required: Select the Required check box to make the search field a mandatory field.
  • Status: Select the required status from the drop-down list.
  • Extend to work Order:  Select the Extend to work Order check box to enable/extend the custom attributes configured for the Problem Management module to work orders created from a problem record.
  • Size: Select the size of the field, Small, Medium, Large.
  • Tooltip Text: Type in the tooltip text for the users to help them in entering search criteria for this field.
  • Include Inactive: If selected, the inactive users along with the active users can be searched by the End User while logging a problem record.
  • Update By: Select End User or Administrator from the drop-down list.
  • Is Unique: Select the check box to configure the User values as unique.
  • Auto populate: Select the check box to auto populate the configured values.

Note: The following fields are displayed only if Auto Populate check box is selected.

  • Dependent Attribute: To auto populate the custom fields, map the Dependent Attribute field value to user fields. The User field can be only mapped to another User field or any custom user fields configured in the user master.
  • Value Attribute: To auto populate the custom fields, map the field value to the user fields.
  • Editable: If selected, the end users can edit the values in the user field.

Radio Button

Click Radio Button to configure options in form of Radio Button for the following properties:

  • Label: Type in the label name for the field which will have the options in form of Radio Button.
  • Required: Select the check box to configure the field as mandatory.
  • Status: Select the required status from the drop-down list.
  • Extend to work Order:  Select the Extend to work Order check box to enable/extend the custom attributes configured for the Problem Management module to work orders created from a problem record.
  • Options: Select appropriate options for the drop-down list. The available options are:

  • Common Master: If selected, Type drop-down list is displayed. Select the sub-category in the Type drop-down list. The field with the radio button, on the NEW PROBLEM RECORD page, will be populated with all the configured options for the sub-category.

    Note:

    If the selected Common Master Type configured with Domain-specific values, then the Radio Button custom field on the NEW PROBLEM RECORD page (Problem > User > New Problem Record) displays the Tenant's Domain-specific values.

  • Manual: If Selected, new text box is displayed, where you can type in the options manually. This options are displayed in the field with the radio button on the NEW PROBLEM RECORD page.
  • Include "other": Select this check box to include the option others in the field.
  • Columns: Select the number of columns in which the options are to be displayed.

MV Drop-down

Click MV Drop down to configure a multi-valued drop-down list for the following properties:

  • Label: Type in the label name for the MV Drop down list.
  • Required: Select the check box to configure the field as mandatory.
  • Status: Select the required status from the drop-down list.
  • Extend to work Order:  Select the Extend to work Order check box to enable/extend the custom attributes configured for the Problem Management module to work orders created from a problem record.
  • Size: Select the size of the drop-down list, Small, Medium, or Large.

  • Parent: MV Drop-down control for the Problem Management modules can be configured with the parent-child relation.

For example: The India can be configured as Parent location, however, Karnataka, Maharashtra, Kerala, and so on can be configured as child location under India as parent location.

If configured, the MV drop-down custom attribute with parent-child relation is displayed on the respective pages of the modules. The values can be added from the Common Master also.

Parent-child relation can be configured as Drop-down to drop-down, Drop-down to Multi drop-down, and Multi drop-drop-down to Multi drop-down.

  • Options: Select appropriate data source option for the drop-down list. Following are the available options:

    • Common Master: If selected, the Type drop-down list is displayed. Select the sub-category in the Type drop-down list. The MV drop-down list, on the NEW PROBLEM RECORD page is populated with all the configured options for the sub-category.

      Note:

      If the selected Common Master Type configured with Domain-specific values, then the MV Drop-down custom field on the NEW PROBLEM RECORD page (Problem > User > New Problem Record) displays the Tenant's Domain-specific values.

    • Customer Master: If selected, the Type drop-down list is displayed. Select the sub-category in the Type drop-down list. The  MV drop-down list, on the NEW PROBLEM RECORD page is populated with all the configured options for the sub-category. For configured data type of Customer Master, Include Only Customer Configured Data check box appears. If this check box is selected, then while logging a problem record, the specific data that belongs to the logged in user’s customer is displayed. However, if this check box is not selected, then all customer’s data is displayed while logging a problem record.
    • Manual: If Selected, a new text box is displayed, where you can type in the options manually. This options are displayed in the MV drop-down list on the NEW PROBLEM RECORD page.
    • Problem Master: If selected, the Type drop-down list is displayed. Select the sub-category in the Type drop-down list. The  MV drop-down list on the NEW PROBLEM RECORD page is populated with all the configured options for the sub-category.
    • User Master: If selected, the Type drop-down list is displayed. Select the sub-category in the Type drop-down list. The  MV drop-down list on the NEW PROBLEM RECORD page is populated with all the configured options for the sub-category.
  • Update By: Select End User or Administrator from the drop-down list.
  • Is unique: Select the check-box to configure the drop-down values as unique.

Group Templates

This section displays all the saved Group Templates. Drag and drop a Group Template to add a group of fields to the Form.

Form Templates

This section displays all the saved Form Templates. Drag and drop a Form Template to add a group of fields to the Form.

Scenario:

Consider a custom attribute is configured as a mandatory field for any of the following problem record statuses and Extend to Work Order check box is selected. But the selected status is not applicable for the work order. In this case, the custom attribute is considered mandatory for selected problem record status, and the custom attribute is considered a non-mandatory field throughout the work order life cycle.

  • Pre Authorization
  • Referred back to pre authorizer
  • Initial Authorization
  • Referred back to requestor
  • Root Cause Analysis Submitted
  • Root Cause Analysis Approved
  • Root Cause Analysis Rejected
  • Root Cause Analysis Reviewed
  • Referred back for RCA
  • Testing
  • Closed


Figure: FORM BUILDER page – FORM BUILDER tab


Figure: PROBLEM RECORD DETAILS page


Figure: WORK ORDER DETAILS page

Note:

If custom attributes are configured in a parent-child relationship, and only for child custom attribute Extend to Work Order check box is selected. In this case, the child custom attribute will not be displayed in the work order. If you want to use custom attributes configured in the parent-child relationship, select Extend to Work Order check box for both parent and child custom attributes.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the FORM BUILDER page.

SHOW LIST

Click SHOW LIST to display the LIST table showing all the configured Custom Fields for the selected Tenant.


Figure: FORM BUILDER page: List of Problem Management Custom Fields

  • To update a Custom Field, select the respective tab name check box and click the EDIT icon on the ACTIONS panel. Make appropriate changes and click SUBMIT.
  • To display the inactive Custom Fields, click the Include Inactive check box.

Note:

When the Custom Fields are displayed under the LIST table, the ADD NEW action is displayed on the ACTIONS panel. Click ADD NEW to configure a new Custom Field.

EDIT

Click EDIT to edit a Custom Field. Select the check box for the tab name whose Custom Fields you want to edit and click the EDIT icon.