Show extra field to the Details tab

Scenario: you have added an extra field to company (contact table) conveying whether a company has a support contract and you want to display that info when viewing a request.

Steps

In new Requests screen with Screen Designer

  1. Go to Settings and maintenance > Screen designer and select the Requests tab.
  2. Click Edit layout at the bottom.
  3. Locate the Fields setting.
  4. Select your field.
  5. Optionally, select the appropriate styling options.
  6. Click Save to save the settings.
🛈 Tip
You can also group fields, add headers for groups, and change the sizes of columns. Learn more about the Screen Designer.

In classic Service

In Service, you need to create a common element profile.

  1. Go to Settings and maintenance > System design and select the Profile tab.

  2. Select System screens. Then click View ticket, point the cursor to ticketinfo, and click New common profile.

  3. Enter a name for the new profile.

  4. Click the Add criteria button and do the following:

    1. Enter a UI label for the extra field.
    2. Select which field in the database you want to get data from.
    3. Click OK. The new criterion is added below the others.
    4. Optionally, add more criteria.

  5. Click OK. The new profile is created.

  6. Click the hamburger menu again and select Roles.

  7. Select a role (who should be able to see the field in the request screen).

  8. In the dialog, select the Profile tab.

  9. From the New element profile list, select the profile you just created.

  10. Click OK to save the settings.

All users who have this role will now be able to see the extra field in the Details tab in all their requests.