Custom Fields

User can create custom fields under three heads:
1. Business Process

2. Process

3. Product group


In every business process, you need some specific data to process the ticket or task. Application allows you to add extra fields called custom fields. These fields help you collect more information from the customer or user.

You can add three types of fields: Text, Dropdown (select from list), label (To add some instructions) and Image (to display something to help user for data entry)

For example, in a Customer Enquiry form, you may want the customer to:

• Select a Colour → You can add a dropdown with colour options (like Red, Blue, Black).
• Enter Quantity → You can add a text box where they type something like “2 pieces” or “5 kg”.

You can add as many custom fields as you need to make sure you collect the right information for that process.

Later, when you create Product Groups (like Washing Machines, Refrigerators), you can also add custom fields for each product group.

Similarly, you can add custom fields for each process of the workflow.

That’s why it’s important to plan:

• What fields should be added at the Business Process level

(for example, Customer Enquiry or Complaint).

• What fields should be added at the Product Group level

(for example, features specific to Refrigerators only).

For example, a field like “Colour” might make more sense at the Product Group level, because different products have different colour options.

But if the product code already includes the colour, then you might not need a separate field for colour at all.

Custom fields are used to capture detailed and useful information, so your team can understand customer needs better, handle tickets properly, and give the right response or service.