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ASM System Fields for Call Screens

It is possible to delete ASM System fields. When you delete a field, the data held on the field is not deleted. It is held in the database. If you were to re-add the field back to the screen, any data previously there will still be there. However, even if no data is lost, deleting the fields can still have unintended consequences: Many of the ASM System fields are referred to in Java scripts and style sheets and deleting them could impact your screens or even render them unable to load.

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If a required System Field has been deleted from the screen, it will appear in the dead zone when viewing the raw HTML. These fields must not be cleared from the dead zone unless you add them back to the main body of the screen. System fields should remain attached to the screen in one of these 2 capacities.

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Best Practice

Do not delete the System fields, even if you will not be making use of them. Rather, create a new section on your screen and call it System Fields, or Unused/Reserved Fields (anything you like), and then hide the section.

The following system fields must remain on the screen:

Please Note: The format below is DB (database) ID/Typical Display name and label. Labels can be reconfigured and could be different in your system. Always compare the Field's DB ID.

  1. USER_REF/User

  2. CLIENT_COMPANY_REF/Organization

  3. SERVICE_REF/Service

  4. ITEM_REF/CI

  5. REF_COMPOSITE/Problem Type

  6. CALL_PRIORITY/Priority

  7. URGENCY_REF/Urgency

  8. IMPACT_REF/Impact

  9. PROBLEM_DESC/Description

  10. WORKAROUND_DESC/Workaround Description

  11. SOLUTION_DESC/Actions&Solutions

  12. PUBLIC_HISTORY/Visible in Self Service Portal

  13. Copy Update to Child Calls check box (System Field, no DB Name)

  14. The whole of the Time and Expenses Section

    • Action Type

    • Action Start

    • Action End

    • Estimate Time

    • Expenses

    • Time Spent

  15. Action Buttons at the Bottom of the Screen

    • Buttons can be relabeled

    • Buttons can be hidden (do not hide 'Save' or 'Submit' buttons)

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