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Coming Soon: Release of Phase 2 for Custom Fields for Searching, Sorting, and Filtering (Scheduled Release Date: February 16, 2025)

joeybrown

On November 10, we released phase 1 of our Custom Fields enhancement, which gave organizations the ability to pre-select any custom fields they want to be filterable, sortable, or searchable. This functionality will help teams move through the data and their workflows in a more streamlined manner, improving accuracy of the results, and helping agents get to resolutions faster.

To limit any workflow disruptions during phase 1, all existing custom fields have remained available for filtering, sorting, and searching even though they were not selected to be available. This was to allow organizations enough time to select their chose custom fields. However, this availability will change during phase 2, when only the custom fields you have selected will remain available for filtering, sorting, and searching. We’ll outline below what’s involved in phase 2 and what actions your teams can take to ensure the transition is smooth and that you’re gaining the most benefit from the enhanced functionality.

Moving Into Phase 2

Today, we are announcing the release date of phase 2 for custom fields for searching, sorting, and filtering: February 16, 2025.

What to expect at the release of phase 2:

Any custom field that has not been selected to be filterable and sortable will no longer show up in the filter options across the platform. You will also no longer be able to sort based on this field.
Any custom field that has not been selected to be searchable will no longer show up when using in-context searches and the global search.
Any saved views or reports that have a custom field that has not been selected to be filterable and sortable will show a message that there was a custom field it was not able to filter on. The unselected custom field will be removed from the saved view and the objects that match the existing filters will appear.
Any API call that uses searching and filtering based on custom fields will return different results unless those fields are selected to be used.

Actions we need from you:

Ensure your desired custom fields for filtering, sorting, and searching have been selected before February 16, 2025. Read more on how to select and unselect fields here.

Note: After the phase 2 release, you will still be able to select and unselect fields to be available in filtering, sorting and searching. To see how to select and unselect fields, read more here.

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Comments

WGPRusso

Will there be any further updates to the "Columns" section? Phase 1 of this brought all of our custom fields to this portion of the edit view area of the index table. I don't believe that was outlined in the release. Will the custom fields marked as unavailable be removed from the columns page now as well?

Although you can search for the fields you want in the columns page.... customizing a new view has now become a bit cumbersome due to the sheer amount of custom fields you may have. and now some have doubled-up based on global or service catalog specific custom fields. Our agents have commented how cumbersome this is now when setting new views or when utilizing dashboards/reports and clicking on a specific section which takes you to the incident view index table.... then sorting columns is now just much more cumbersome.

PS - this is a great feature when phase 2 roles out... just wanted to add some feedback another function that was impacted here.

Thank you,

KingJason

I have tried adding all my custom fields to be searchable etc but am getting messages about having selected the max allowed fields. Is there anyway I can increase what is allowed?

taharris

Questions relating to the bullet point here:

Any API call that uses searching and filtering based on custom fields will return different results unless those fields are selected to be used.

Now that there is a limit on the number of custom fields that can be searchable and filtered - what happens if our API calls more than that number of fields? Will this affect the "Process Integration" in the Service Catalog we've setup to create new tickets. See screenshot below. Thanks!

davidbrodz

What is the plan when limits are exceeded for custom field Filterable/Sortable/Searchable? Are there options to expand the current set limits? Thank you.

KingJason

Trying to find out this too, feels like they are jumping the gun before fixing this issue

joeybrown

Hey! Sorry, I was out sick for a week. The flu this year is no joke!

Any field that is marked as unavailable will still be visible as a column. I completely agree that the additional of all the extra fields as columns has made the UX a little more difficult to use. We are looking at ways to resolve this in the near/mid-term once the final phase of this is released.

How often are your teams adding and removing columns from their views?

joeybrown

There is no way to increase this amount at this time. These limits are in place due to limitations of how technology can handle custom fields/attributes and syncing that information with a database. Once the overall technology improves, we will look to adding more to the limits and hopefully one day have no limits at all!

joeybrown

Hi, this will not impact your ability to input and update data in a custom field on an object. If you know the name of the custom field, you can still call to that field on the object to insert data and fetch data. Where this will impact the API is if you use a filter in an API call to only retrieve certain objects based on values in a custom field.

joeybrown

Unfortunately, there is no way for us to continue to support unlimited about of custom fields in filtering, sorting, and searching. This is a limitation that impacts all engines that handle updating databases in mass and is not unique to the one we use (Elastic Search). You will find that any and all platforms that have a data table and the ability to add custom fields/attributes have limits on the amount that can be filtered, sorted, and searched.

We set the limits based on research on the number of fields our biggest accounts use to filter, sort and search. These limits are still considered high when it comes to the industry but we worked extremely hard in trying to get you the highest limits possible. Some of our bigger accounts have 4000+ custom fields and are still coming under the actual amount needed to filter, sort and search on.

Another thing to note: if you are using Enterprise Service Management, these limits are unique for each service provider. What that means is the IT service providers selections will not reduce/impact the Human Resources service providers limits.

Without setting these limits we would not be able to advance the platform with new features around custom fields and the platform could become highly unstable if these limits were not put in place.

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