Optional fields

Hi ​@Deucimar Firmino,

Currently, this is not possible.
If you would want to expand on these optional fields, you can suggest this via tip.topdesk.com.

As a solution for now, I would recommend you to look into different ways to register the information you need. It's always best to try to make use of the available fields as much as possible. 

If you're really looking for this much added functionalities, the Asset Management module is probably the best way to go.
You could consider creating an asset template for these custom configurations and to document them per customer/department for example.

By documenting this in the asset, and adding the Location or Department to the relation widget, the information is still quite easy to find by opening this from the caller block and looking into the asset tab.

Hope this helps you forward!

Thank you very much, Joost Oostindie.

I received this suggestion from TOPdesk support as well: linking an asset template to the change module.
It would be ideal if TOPdesk offered video demonstrations of these configurations, as the need for paid consultancy services often arises depending on the client's level of expertise.
I will review the details and run some tests.

Regarding this workaround, would it be possible to display the asset template fields on the form so that the requester can enter the necessary data?

I have submitted this request to tip.topdesk.com, as this is a crucial issue for our company—we want to avoid the risk of looking into competing ITSM tools.

Thanks again.

It is possible to work around this limitation by leveraging the Asset Management module. You can create an asset type containing all the custom fields required for your specific use case.

Then, within the Incident Management module, create an HTTP action using the GET method and point it to the asset using the URL:

/tas/secure/assetmgmt/card.html?unid=[ASSET_ID-]

Make sure to enable the "Display URL in additional tab" option.

To automate the process, create an Action Sequence that, whenever an incident is created, also creates an asset of the previously defined asset type and stores that asset's ID in a field on the incident. This way, every incident will have its own linked asset containing all the additional custom fields required by the process.

An additional advantage of this approach is that it allows you to create virtually fully customizable and secure tabs by leveraging the native Asset Management permission model. Just make sure that users have the necessary permissions to view and edit the associated assets.

Another benefit is that only a single HTTP action is required. Whenever an incident has an asset of this type linked to it, the additional tab will automatically open the corresponding asset using the stored ID. If no asset is associated with the incident, the additional tab will simply display no information.

In my opinion, this is currently the best alternative for creating something very close to a fully custom tab in TOPdesk while significantly extending the amount of information that can be stored alongside an incident without relying on the native optional fields. Furthermore, the solution can be reused across different business scenarios by simply creating new asset types with structures tailored to each specific requirement.

Hi Emerson,

Thanks a lot for the information.

I’ll need to take some time to carefully analyze how to configure this. Ideally, TOPdesk would provide a more detailed step-by-step guide—at least with screenshots, or better yet, videos—in the knowledge base.
Our goal is for these fields to be available on the forms within the Incident and Change modules following this integration/automation. In other words, we want to create distinct assets linked to both modules so that the requester can enter all the necessary data directly into the form, eliminating the need for an operator to do so manually after the incident or change request has already been logged.
Essentially, the Asset and its fields would need to appear on the form. However, from what I gather so far, that doesn't seem to be possible.

Thanks again.

In this case, you could use Action Sequences to copy the values from the request fields and populate either the optional fields or the fields in the asset tab mentioned earlier.

There is a previous response from Joost Oostindie where he mentions the ?keep_after and ?keep_before parameters and references knowledge articles related to implementing additional tabs using assets.

Essentially, what needs to be done is to configure an Action Sequence that extracts the information from the card's request field and makes an API request back to TOPdesk itself to update either the optional fields or the asset-based tab.

You can refer to this knowledge article for implementation details:

Knowledge Article - Additional Tabs Using Assets

Or browse the knowledge library for additional related content:

TOPdesk Knowledge Library