Managing Fields and Layouts

Fields and layouts determine what information users can capture and how that information is presented in Helpdesk records.

Fields List

Use Settings > Fields List to review the fields available for a supported module.

Select a module to load its field definitions. The list can include standard system fields and organization-specific custom fields.

If you have permission to manage fields, use Create or Edit Fields to open field configuration for the selected module.

Understanding the field list

Each row identifies a field using:

• Label — the name shown to users in the Helpdesk interface.
• API Name — the programmatic field name used by application logic, integrations, and custom development.
• Data Type — the kind of value the field stores, such as single-line text, multi-line text, pick list, lookup, multi-select, or boolean.

Custom fields are marked separately so they can be distinguished from standard fields.

Finding where a field is used

Use See layouts that use this field to identify layouts that reference a field before changing it.

This is especially important when a field is required, appears in multiple layouts, or supports an existing workflow.

Layouts

Layouts control how supported fields are arranged and presented for a module or record type.

A field can exist in the module field list without being used by every layout. Review layout usage before assuming that a field is available in every record form.

Planning a field

Before adding or changing a field, define:

• what information it captures
• which module owns it
• whether it is required
• its data type
• who uses it
• which layouts use it
• how it affects reporting, automation, assignment, or integrations

Changes to existing fields

Be careful when changing a field's meaning, data type, options, or required behavior because existing records and dependent configuration may already rely on it.

Review affected layouts, automation rules, assignment rules, reports, and integrations before making a breaking change.

Good practices

Avoid creating multiple fields for the same business concept. Use consistent labels and API names, prefer structured values when appropriate, and document important custom-field definitions.

Field Permissions

Use Settings > Field Permissions to configure field access for a role in the selected module.

Select a module and role to load the fields from the module's published default layout. Each row shows the field label, data type, and current permission level.

Permission levels

Choose one of the following permission levels for each field:

• Read & Write — the role can view the field and work with its value where the field is available.
• Read Only — the role can view the field, but the field is not intended to be edited by that role.
• Don't Show — the field is hidden from that role where field permissions are applied.

Permission changes are saved immediately when you select a new level. There is no page-level Save or Cancel action.

Check layout usage

Hover over a field row and select See layouts that use this field to review the layouts that reference the field.

Review layout usage before restricting a field that is required or used by an existing workflow.

Good practices for field permissions

Apply the least access needed for each role while keeping required business workflows usable.

Before hiding a field or making it read only, consider whether the field is used by layouts, automation, assignment rules, reports, integrations, or other dependent configuration.