Custom Service fields on an Incident?

Hi ​@Jon Hanseling!

Currently, custom fields on services and custom fields on incidents are separate systems and don't automatically sync or display across each other. This means:

• Custom fields you create on a Service are not automatically visible on Incidents triggered by that service
• You would need to create and manage separate custom fields at the Incident level.

Notifications are pretty constrained, given the limitations of the various communications methods, and the number of custom fields can be large, so for right now there’s no mechanism for choosing certain custom fields to include in notifications.

​@mwalls  OK, thanks for the response. To be clear, I’m not worried too much about the notification, but after the notification when a responder is reviewing an incident, I was hoping we could display on the incident page layout who the responsible Engineering team is, based on the Service associated with the incident and inheriting that field. 

If that’s not possible, I guess the next best option is to create a custom incident field for Engineering team, but then I’m unclear on how to scale that across many different incidents without creating a lot of manual over head. 

How are other PD customers managing this type of problem, I’m curious? 

​@Jon Hanseling 

Interesting. Since the custom fields on services are pretty new, we haven’t seen what all folks are doing with them yet. 

Maybe some other folks will find this post and chime in!