Custom fields let you capture and sync data beyond the standard ticket fields. They're supported on ServiceNow, HaloPSA, and Freshservice only.
Define a custom field when the data you need to sync doesn't have a standard ticket field to hold it. Once defined, a custom field can be used in field mappings like any other field.
Note: Custom fields are available on ServiceNow, HaloPSA, and Freshservice. If the Custom fields option doesn't appear for your platform, it isn't supported there.
Adding a custom field
A custom field is defined by these settings:
Field parameter: the API field name as it appears in your platform's ticket object. This is how Support Fusion reads and writes the field, so it needs to match the platform exactly.
Display name: the human-readable label used throughout the application, for example
Major Incident Type.Field type:
Textfor free text, orDropdownfor a fixed list of values. Dropdown is currently available on ServiceNow only; on other platforms it's marked Coming soon.
Picklist values (dropdown fields)
When the field type is Dropdown, define the Picklist values: the permitted values for the field. Use Add value to add an entry, give each one a value and a display label, and reorder them as needed. These values are what you pair up when you map the field.
Include in field mapping and processing timing
Include in field mapping: shows the field in the available fields list on the Field mappings page so you can map it. Leave it off to define a field without mapping it yet.
Processing timing: when the field is processed during a sync. Ticket creation/update processes it whenever the ticket is created or changed; Closure only processes it only when the ticket is closed.
Editing and deleting custom fields
The custom fields list shows each field's display name, field parameter, field type, processing timing, and whether it's included in mapping. Edit a field to change its display name, type, or picklist values, or delete it to remove it.
Important: Deleting a custom field that's used in a field mapping removes it from that mapping, and the field stops syncing. Check where a field is mapped before you delete it.
Related pages
Field mappings: map a custom field to a field in the other system.
Settings: where custom fields sit alongside your connection setup.