Field Configuration

This module is part of the Automation framework in Infraon ITSM. It provides administrators and privileged users with the ability to define how fields behave across various ITSM modules, including Tickets, Requests, Problems, Changes, and Releases.

Field configurations determine whether a field is visible, mandatory, or disabled for a specific role at a particular stage in the workflow. Safeguarding every role, from requesters and technicians to managers and approvers, only interacts with the fields relevant to their responsibilities.

Additionally, any changes made here are also reflected in the Self-Service Portal (SSP), ensuring consistency between the admin console and the end-user interface.

What do you see on the screen

The page provides an overview of all configurations created within the platform. From this screen, administrators can:

• Add new configurations using the + Add Field Configuration button.

• View, edit, or delete existing configurations through the action icons.

• Switch between card view and grid view for better visualization.

Add Field Configuration

To create a new field configuration, navigate to the top-right corner of the page and click on the + Add Field Configuration button.

Add Field Configuration | Basic Details

Label	Action	Description / Example
Module	Select from the drop-down.	Defines the ITSM module where the configuration will apply. Options include: Ticket Service Request Problem Change Release.
Workflow	Select from the drop-down.	Refers to the workflow process associated with the selected module. Each module can have one or more workflows (e.g., Ticket Workflow, Request Workflow, Change Approval Workflow). Example: If Request__Workflow is selected, the configuration will be tied to that specific request lifecycle.
Type	Select from the drop-down.	Defines the type of configuration being created: Field Configuration: Allows admins to control how fields behave within the workflow. Example: View: Field is visible but not editable. Disable: The Field is greyed out and cannot be interacted with. Mandatory: Field must be filled before moving to the next status. Notification Configuration: Controls when and how system notifications are triggered for the selected module and role.Example: Sending an approval email when a ticket moves to the Approval status.
Role Name	Select from the drop-down.	Specifies the roles for which this configuration will apply. Roles represent user groups such as IT Manager, Requester, NOC Operator, Admin, Technician, etc.
Status	Select from the drop-down.	Indicates the workflow stage(s) where the configuration will be enforced. Statuses vary depending on the module and workflow (e.g., New, In Progress, Pending for User Input, Approval, Resolved, Closed). Example: Setting the field as Mandatory in the Approval stage ensures the field must be filled before the record moves forward.
Notify To	Select from the drop-down.	Available only if Type = Notification Configuration. Defines who will receive notifications when the configured rule is triggered.Options include: Group Email ID: Send notifications to a shared group mailbox. Team Member: Notify a specific team member. Team Level Members: Notify all members of the assigned team. Requester: Notify the requester who raised the ticket or request. Example: Notify the Requester when a Service Request moves to Resolved

Once the basic details (Module, Workflow, Type, Role Name, and Status) are selected, admins can define how each field should behave for the chosen workflow stage and role.

You can configure system-provided General Fields (such as Status, Impact Service, Team, Assignee, Subject, Urgency, Impact, Priority) as well as custom fields created in the workflow. Additionally, fields like Reported By can also be included in the configuration.

For each field, admins can set one of the following actions:

• View: Field is visible but cannot be modified.

• Disable: Field is completely disabled for the role at the selected status.

• Mandatory: Field must be filled in before progressing to the next workflow stage.

Admins can click the respective action icons to confirm the field’s configuration.

The list of available fields will vary depending on the module (Ticket, Request, Change, etc.) and the workflow selected.

Once all field rules have been defined, click Submit to save the configuration.