Missing Ticket Fields or Custom Fields?
At the time of integrating your CRM / PSA with 1Stream, we sync every field that exists at that point in time. If you have added, removed, or edited these fields since the time your integration was setup, you will need to refresh these fields.
See our Managing CRM Lists article, which handles the results or values for these fields and also requires a data refresh.
What are CRM Ticket Fields and Custom Fields?
CRM Ticket Fields and Custom Fields are synchronized to 1Stream from your integrated CRM / PSA. The selection of these fields determines what will be displayed to your users when creating or editing tickets in the 1Stream Client. If you have a particular ticket field set as a requirement in your CRM / PSA, you will want to make sure it is enabled within this section, otherwise you may receive errors when attempting to create or edit tickets. Custom Fields would have been created by an administrator of your CRM / PSA and are not default or native to your platform. An example might be a custom field titled “Asset Tag ID" which is a text box that allows you to include a value for the device identifier associated with the service ticket.
How to Manage CRM Ticket Fields and Custom Fields
- Login to the 1Stream IQ Integrations Portal.
- Go to Administration → Manage Organization in the top right.
- Scroll down to the Connected Account and CRM Settings section.
- Click on the CRM Name. The Modify CRM Settings pop-up will appear.
- Scroll down to the Manage CRM Ticket Fields section.
- Check / uncheck any default ticket field or custom field that you want or do not want displayed in the 1Stream Client.
- Click Save Fields when done.
- These fields will not be presented in your Add and Edit ticket windows accordingly within the 1Stream Client
