Division Field in Freshservice

@raja.pavankumar, is this possible? :)

We have this too but we have it on the Requester information as it is often linked back to the Requester. It is very useful to have a higher level than Department, whether you call it “Division” or “Directorate” like we do. You can create a separate field across all ticket types then link it back to a Custom Object table. Then you have one list you need to keep updated all the time. 

Hi Afautley, is the field you added in the requester information appearing in the ticket list filter?

Hi Raymond,

Creating a custom field that is available across ITIL modules is currently not possible. Only the default shared fields such as Category, Groups,  Dept, Priority, etc are shared across ITIL module ticket forms.

Linking custom object tables to ITIL ticket form fields is yet to be developed and is currently possible only in service request form fields.

In your case, for the field Division has to be added as a custom field for each ITIL module ticket form.

In case the division details are available in the user profiles, we can setup automations to capture the data from the requester of these tickets and automatically update the tickets, changes, etc. for the division field.

We will consider this as a feedback and share this to our product team as an enhancement request to have shareable fields across ITIL modules. However future development plans to have custom object references for dropdown fields will ideally solve for this requirement.

Please, PLEASE make this available.  The limitation of not having lists shared between modules has been a bit painpoint for our organization.