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Field and field group settings

This document describes the field group and field settings available for case, contact and resource fields, sorted by area.

Group settings​

Availability via REST​

  • Technical name: customer group exposure
  • Description: Indicates whether a data field group should be available for customers using the REST API, e.g. in CM/Track.
  • Area: CM/Track
  • Possible values: No access (none), Read-only access (read), Full access (full)
  • Available for: All objects

Display in details section​

  • Technical name: show-in-group-section
  • Description: Defines whether a data field group is displayed in the details section. By default, all field groups are displayed in the header.
  • Area: Layout
  • Possible values: true, false
  • Available for: All objects

Display labels in edit mode​

  • Technical name: show-labels-in-edit
  • Description: Determines whether the data fields in this group should be displayed with labels in the edit mode.
  • Area: Layout
  • Possible values: true, false
  • Available for: All objects
  • Since: 6.9.4

Display labels in view mode​

  • Technical name: show-labels-in-view
  • Description: Determines whether the data fields in this group should be displayed with labels in the view mode.
  • Area: Layout
  • Possible values: true, false
  • Available for: All objects
  • Since: 6.9.4

Display tooltips​

  • Technical name: show-tooltips
  • Description: Determines whether the data fields in this group should be displayed with tooltips.
  • Area: Layout
  • Possible values: true, false
  • Available for: All objects
  • Since: 6.9.4

Display watermarks​

  • Technical name: show-watermarks
  • Description: Determines whether the data fields in this group should be displayed with watermarks.
  • Area: Layout
  • Possible values: true, false
  • Available for: All objects
  • Since: 6.9.4

Field values omitted from DHW history​

  • Technical name: dwh-no-history
  • Description: Defines whether the fields in the group will not be historized in the data warehouse.
  • Area: DWH
  • Possible values: true, false
  • Available for: All objects
  • Since: 6.10.2.0

Field values omitted from history​

  • Technical name: no-history
  • Description: Indicates that all data fields belonging to this group will not be historized. Can be combined with the respective setting on field level, if not all fields of a group should be omitted.
  • Area: Features
  • Possible values: true, false
  • Available for: All objects
  • Since: 6.6.0, changed in 6.10.2

No group headline in pills mode​

  • Technical name: hide-group-headline
  • Description: Determines whether the field group in the details section has a header. Only relevant for cases and if Open group automatically in pills mode is set to true and the pill mode is used (page customization attribute customFieldGroupsDisplayType in customFieldGroupsSection).
  • Area: Layout
  • Possible values: true, false
  • Available for: Cases

Open group automatically in pills mode | Display and open tab automatically​

  • Technical name: auto-open-group
  • Description: Determines in which situations the group will be opened initially / visible if it is displayed in the details section (Display in details section set to true). For cases this setting is only relevant for the pills mode (page customization attribute customFieldGroupsDisplayType in customFieldGroupsSection). For contacts and resources, it overrides the Visible setting, so that the tab can be shown even if the group is not visible.
  • Area: Layout
  • Possible values: On create (ticket:create, customer:create, resource:create), On edit and view (ticket:view, customer:view, resource:view), Always (ticket:create, customer:create, resource:create, ticket:view, customer:view, resource:view)
  • Available for: All objects

Open on case creation​

  • Technical name: open-at-create
  • Description: Allows to have a group visible during case creation even if the group is hidden. Replaced by Open group automatically in pills mode
  • Area: Layout
  • Possible values: true, false
  • Available for: Cases
  • Removed in: 6.9.0

Resource mode​

  • Technical name: resource-custom-fields-group-mode
  • Description: Determines if the fields in the resource field group can be edited using the Web Client.
  • Area: Features
  • Possible values: Internal (internal, fields can be edited), External (external, fields cannot be edited)
  • Available for: Resources
  • Since: 6.10.5.0

Resource mode​

  • Technical name: resource-fields-group-mode
  • Description: Determines if the fields in the resource field group can be edited using the Web Client.
  • Area: Features
  • Possible values: internal (fields can be edited), external (fields cannot be edited)
  • Available for: Resources
  • Removed in: 6.10.5.0

Show contact in case list​

  • Technical name: show-contact-in-ticket-list
  • Description: Indicates whether the contact should be shown in the case list. Replaced by the page customization attribute mainCustomerDescriptionVisible in accordionTicketList.
  • Area: Features
  • Possible values: true, false
  • Available for: Contacts
  • Removed in: 6.9.0

Transfer to DWH​

  • Technical name: reportable group
  • Description: Determines if the data fields belonging to this group are transferred to the data warehouse.
  • Area: DWH
  • Possible values: true, false
  • Available for: All objects
  • Since: 6.1.3, changed in 6.8.0

Unit is a contact​

  • Technical name: unit is a contact
  • Description: Indicates whether a unit definition describes a contact object.
  • Area: Features
  • Possible values: true, false
  • Available for: Contacts
  • Removed in: 6.9.0

Visible​

  • Technical name: group-visibility
  • Description: Defines the default visibility of a data field group.
  • Area: Layout
  • Possible values: true, false
  • Available for: All objects

Field settings​

Allow absolute position​

  • Technical name: visualize-allow-absolute-position
  • Description: Used to indicate whether the field visualization content can be displayed outside the data field grid. Only relevant if the setting Field visualization script is used and the script displays content with position: absolute.
  • Area: Features
  • Possible values: true, false
  • Available for: All objects
  • Since: 6.13.0.5

Autocomplete script​

  • Technical name: autocomplete-script
  • Description: Specifies the script (type Text autocomplete) used for the scripted autocomplete field (with the setting Text display = Autocomplete).
  • Area: Features
  • Possible values: Name of the script
  • Available for: All objects
  • Since: 6.10.5.3, deprecated in 6.11.1.1

Availability via REST​

  • Technical name: customer exposure
  • Description: Indicates whether a data field should be available to customers using the REST API, e.g. in CM/Track.
  • Area: CM/Track
  • Possible values: No access (none), Read-only access (read), Full access (full)
  • Available for: Cases
  • Since: 6.10.5.4

Boolean display​

  • Technical name: boolean-type
  • Description: Determines how to display data fields of the type 'boolean'.
  • Area: Display
  • Possible values: Checkboxes (checkbox), Radio buttons (radio), List (select)
  • Available for: All objects

Color of the case icon​

  • Technical name: enum field with ticket color
  • Description: Defines the background color for the case icon. Can be assigned to a data field of the type Enumerated list, which must have colors set for its list values.
  • Area: Features
  • Possible values: true, false (removes the setting to disable the use of the color for the case icon)
  • Available for: Cases

Color of resource icon​

  • Technical name: resource-color
  • Description: Defines the background color for the resource icon. Can be assigned to a data field of the type Enumerated list, which must have colors set for its list values.
  • Area: Features
  • Possible values: true, false
  • Available for: Resources
  • Since: 6.10.4.0

Column position in detail search results​

  • Technical name: order-in-result
  • Description: Determines whether a field is displayed as a column in the result table of a detail search. If an integer number is provided, the column is sorted accordingly. Use the value 0 to fully hide a field from the result table. If a user reconfigures the result table, the user's configuration overrides this setting.
  • Area: Search
  • Possible values: number
  • Available for: All objects

Contains contacts​

  • Technical name: contains contacts
  • Description: Indicates that a data field of the type List, holds references to contacts. Only one instance of this setting is allowed in one data model.
  • Area: Features
  • Possible values: true, false
  • Available for: All objects

Contains email address​

  • Technical name: email
  • Description: Determines whether a data field of the type Text should contain an email address. Then, the field value is validated for the correct format, i.e. name@domain.
  • Area: Validation
  • Possible values: true, false (removes the setting to disable the validation)
  • Available for: All objects

Date accuracy​

  • Technical name: accuracy
  • Description: Determines which information is displayed for data fields of the type Date.
  • Area: Display
  • Possible values: Date and time (date-time), Only date (date), Only time (only-time)
  • Available for: All objects
  • Since: 6.1.3

Date format​

  • Technical name: format
  • Description: Determines the format for validating data fields of the type Date. If the format includes hours and minutes, you might need to increase the field width using the Width setting.
  • Area: Display
  • Possible values: date format (pattern for the date based on SimpleDateFormat, e.g. dd.MM.yyyy)
  • Available for: All objects
  • Since: 6.2.5

Display trailing zeros​

  • Technical name: leave-trailing-zeros
  • Description: Determines if trailing zeros in the fractional part of data fields of the type Fixed-point number are displayed.
  • Area: Display
  • Possible values: true, false
  • Available for: All objects
  • Since: 6.4.0

Enum display​

  • Technical name: enum-type
  • Description: Determines how to display data fields of the type Enumerated list.
  • Area: Display
  • Possible values: List (select), Autocomplete list (autocomplete), Radio buttons (radio)
  • Available for: All objects

Field size​

  • Technical name: fieldsize
  • Description: Displayed field size. For regular text fields and number fields, this is the number of characters. For enum fields without autocomplete feature, this is the number of values visible in the dropdown. For text areas and rich text fields, this is the height and width.
  • Area: Layout
  • Possible values: 'number of rows;number of columns' or 'number'
  • Available for: All objects

Field value omitted from DWH history​

  • Technical name: dwh-no-history-field
  • Description: Defines whether the field will not be historized in the data warehouse.
  • Area: DWH
  • Possible values: true, false
  • Available for: All objects
  • Since: 6.10.2.0

Field value omitted from history​

  • Technical name: no-history-field
  • Description: Indicates that the data field will not be historized. Overwrites the group setting with the same name.
  • Area: History
  • Possible values: true, false
  • Available for: All objects
  • Since: 6.6.0

Field visualization script​

  • Technical name: visualization
  • Description: Specifies the script (type Field visualization) used to render the content of the data field.
  • Area: Features
  • Possible values: Name of the script
  • Available for: All objects
  • Since: 6.11.0.6

Grouped under label​

  • Technical name: label-group
  • Description: Allows to group fields under a label in the view mode. The setting is ignored in the edit mode. Both the label and the fields must have the same value in this setting. The label must be a data field of the type Text with Text type = Label. The label is only shown if at least one data field from the group has a value set. The fields must be positioned next to each other to be displayed together.
  • Area: Layout
  • Possible values: name of the group
  • Available for: All objects

Grouping criterion for case list​

  • Technical name: groupable
  • Description: Enables grouping of the case list and detail search results in grid view by this data field of the type Enumerated list.
  • Area: Case list
  • Possible values: true, false (removes the setting to disable grouping)
  • Available for: Cases

Height​

  • Technical name: rowspan
  • Description: Defines how many rows are occupied by the field. Only works if Position is also set.
  • Area: Layout
  • Possible values: number of rows
  • Available for: All objects

Height in case list​

  • Technical name: ticket-list-rowspan
  • Description: Defines how many rows are occupied by the field in the case list entries. Only works if Position in the case list is also set for the field.
  • Area: Case list
  • Possible values: number of rows
  • Available for: Cases
  • Technical name: field indexed
  • Description: Indicates that a database index will be created for this field. This is needed if the field should be used to search for entities or to sort entries in a table.
  • Area: Search
  • Possible values: True, True (company + persons + cases) (transitive), True (company + persons) (unit), True (locale), False
  • Available for: All objects

Label for the validation message​

  • Technical name: matches-validation-message-key
  • Description: Determines the validation message which is displayed in the Web Client or CM/Track when the field content does not match the regular expression defined in the setting Regex to validate the value. Enter the key of the validation message. For the Web Client, a label with the corresponding key must be created on the Labels page of the Web Admin Suite. For CM/Track, an attribute with the corresponding key must be created in the localization_de.json and localization_en.json files of the portal configuration.
  • Area: Validation
  • Possible values: key of the validation message
  • Available for: All objects

List modification options​

  • Technical name: list-type
  • Description: Determines whether the options to add or delete rows are available for data fields of types List and Columns'.
  • Area: Display
  • Possible values: Rows can be added (non-shrinkable), Rows can be deleted (non-growable), Rows cannot be modified (fixed-size)
  • Available for: All objects
  • Since: 6.6.0

LDAP ID for CM/Track​

  • Technical name: ldapid
  • Description: Indicates that the value of the data field of the type Text in the contact object will be used as an LDAP ID for authentication in CM/Track.
  • Area: CM/Track
  • Possible values: true, false
  • Available for: Contacts
  • Since: 6.9.3.0

Maximum length​

  • Technical name: maxLength
  • Description: Defines the maximum length of the input for data fields of the type Text.
  • Area: Validation
  • Possible values: number of characters
  • Available for: All objects

Maximum value​

  • Technical name: maxValue
  • Description: Defines the maximum value of the input for data fields of the type Number and Fixed-point number.
  • Area: Validation
  • Possible values: value
  • Available for: All objects

Minimum length​

  • Technical name: minLength
  • Description: Defines the minimum length of the input for data fields of the type Text.
  • Area: Validation
  • Possible values: number of characters
  • Available for: All objects

Minimum value​

  • Technical name: minValue
  • Description: Defines the minimum value of the input for data fields of the type Number and Fixed-point number.
  • Area: Validation
  • Possible values: value
  • Available for: All objects

Multiselect in search enabled​

  • Technical name: enum-in-search-type
  • Description: Defines whether several values can be selected when using a field of the type Enumerated list as a search criterion.
  • Area: Search
  • Possible values: false (single), true (multiple)
  • Available for: All objects
  • Since: 6.7.0

Password for CM/Track​

  • Technical name: password
  • Description: Indicates that the value of the data field of the type Text in the contact object will be used as a password for authentication in CM/Track.
  • Area: CM/Track
  • Possible values: true, false
  • Available for: Contacts
  • Since: 6.3.0

Personal data​

  • Technical name: personal-data
  • Description: Determines if the field holds personal data. Contact fields with this setting will be deleted when the contact is anonymized. Case fields with this setting will be deleted when the main contact of the case is anonymized.
  • Area: Features
  • Possible values: true, false
  • Available for: Cases, contacts
  • Since: 6.11.1.7

Phone number​

  • Technical name: dialable
  • Description: Defines a data field of the type Text which contains a phone number. The number can be clicked to initiate an outgoing phone call using CM/Phone.
  • Area: CM/Phone
  • Possible values: true, false
  • Available for: All objects
  • Technical name: phonetic
  • Description: Determines if the phonetic search is possible for the field of the type Text.
  • Area: Search
  • Possible values: true, false
  • Available for: All objects

Position​

  • Technical name: position
  • Description: Defines the position of a field within a grid layout or defines the position of a field within a table. The first position is 0;0. If not set, the fields take the next free position according to their order within the field group.
  • Area: Layout
  • Possible values: row;column (regular data fields) or 0;column (fields in tables)
  • Available for: All objects

Position in the case list​

  • Technical name: ticket-list-position
  • Description: Defines the position of the field in the case list entries.
  • Area: Case list
  • Possible values: row;column (starting with 0;0)
  • Available for: Cases

Read-only​

  • Technical name: readonly
  • Description: Determines if the value of a field is rendered in read-only mode, so it cannot be modified by the users.
  • Area: Features
  • Possible values: Always (all), On create or edit (edit), In forms (form), No (unset)
  • Available for: All objects
  • Since: 6.1.3

Regex to validate the value​

  • Technical name: matches
  • Description: Checks if the input of a text field matches the given regular expression. The validation message, which is displayed if the field content does not match the value, can be customized in the setting Label for the validation message.
  • Area: Validation
  • Possible values: regular expression
  • Available for: All objects

Render field visualization for empty field​

  • Technical name: visualize-when-empty
  • Description: Determines if the field visualization script of a data field with the setting Field visualization script should be executed even if the field is empty. By default, the script is only executed if the field contains a value.
  • Area: Features
  • Possible values: true, false
  • Available for: All objects
  • Since: 6.11.1.6

Required​

  • Technical name: required
  • Description: Determines whether the data fields is required, i.e. whether the user must enter a value to save the object. Required fields are marked by a red asterisk in the Web Client and CM/Track.
  • Area: Validation
  • Possible values: true, false
  • Available for: All objects

Rich text display in view mode​

  • Technical name: string-content-type
  • Description: Configures a data field of the type Text (long) as a rich text field. In the edit mode the field is displayed with an editor. In the view mode, the display depends on the setting's value.
  • Area: Display
  • Possible values: Inline (html-inline), Link (html-link)
  • Available for: All objects
  • Since: 6.11.2.2

Show as label in view mode​

  • Technical name: label-in-view
  • Description: Allows to display the data field value as a label in the view mode, ignored in the edit mode.
  • Area: Layout
  • Possible values: true (You need to remove the setting to disable the behavior.)
  • Available for: All objects
  • Removed in: 6.15.0.0

Show label in edit mode​

  • Technical name: show-label-in-edit
  • Description: Determines whether the data field should have a label in the edit mode.
  • Area: Layout
  • Possible values: true, false
  • Available for: All objects
  • Since: 6.9.4

Show label in view mode​

  • Technical name: show-label-in-view
  • Description: Determines whether the data field should have a label in the view mode.
  • Area: Layout
  • Possible values: true, false
  • Available for: All objects
  • Since: 6.9.4

Show tooltip​

  • Technical name: show-tooltip
  • Description: Determines whether the data field should be displayed with tooltip.
  • Area: Layout
  • Possible values: true, false
  • Available for: All objects
  • Since: 6.9.4

Show watermark​

  • Technical name: show-watermark
  • Description: Determines whether the data field should be displayed with watermark.
  • Area: Layout
  • Possible values: true, false
  • Available for: All objects
  • Since: 6.9.4

Sorting criterion for case list​

  • Technical name: sortable
  • Description: Enables sorting of the case list by this data field of the type Enumerated list or Date.
  • Area: Case list
  • Possible values: true, false (removes the setting to disable sorting)
  • Available for: Cases

Text display​

  • Technical name: text-type
  • Description: Defines the purpose and display of data fields of the type Text.
  • Area: Display
  • Possible values: Text (text, single-line input field), Textarea (textarea, multi-line input field), Password (password, password field with asterisks), Label (label, label without input field), Title (title, headline without input field), Autocomplete (autocomplete, deprecated), URL (url, shown as a hyperlink in view mode), File URL (file-url, link to a file on the file system, starting with file:)
  • Available for: All objects

Transfer to DWH​

  • Technical name: reportable
  • Description: Determines if the data field is transferred to the data warehouse.
  • Area: DWH
  • Possible values: true, false, stopped
  • Available for: All objects
  • Since: 6.1.3

Unique​

  • Technical name: unique
  • Description: Indicates that the value of the data field of the type Text, Text (short) or Text (long) must be unique in the selected scope. The scope can be either global, meaning all entities of the type, or the domain, meaning all entities of the queue, customer group or resource type.
  • Area: Validation
  • Possible values: in all queues | customer groups | resource types (global), in one queue | customer group | resource type (domain)
  • Available for: All objects
  • Since: 6.17.1

User name for CM/Track​

  • Technical name: username
  • Description: Indicates that the value of the data field of the type Text in the contact object will be used as a username for authentication in CM/Track.
  • Area: CM/Track
  • Possible values: true, false
  • Available for: Contacts
  • Since: 6.3.0

Visibility​

  • Technical name: visibility
  • Description: Defines when the field is visible.
  • Area: Layout
  • Possible values: Always, On create (view), On edit (edit), Never (none)
  • Available for: All objects
  • Since: 6.4.0

Visibility in case history​

  • Technical name: visibility configuration
  • Description: Defines the visibility of this field in the case history.
  • Area: History
  • Possible values: On every level (on every level), On second and third level (2nd level and 3rd level), On third level (only 3rd level)
  • Available for: Cases
  • Since: 6.3.0

Width​

  • Technical name: colspan
  • Description: Defines how many columns are occupied by the field. Only works if Position is also set.
  • Area: Layout
  • Possible values: number of columns
  • Available for: All objects

Width in case list​

  • Technical name: ticket-list-colspan
  • Description: Defines how many columns are occupied by the field in the case list entries. Only works if Position in the case list is also set for the field.
  • Area: Case list
  • Possible values: number of columns
  • Available for: Cases