Configure the primary field and secondary values in form headers so that agents can quickly orient themselves to an issue.

About this task

Form headers provide an overview of the record. They have two lines:

• Primary field—The top line that serves as the title for the page, such as Laptop won't boot, as shown in the following image. Typically, this is the value of the Short Description field in the record.
• Secondary value—The line below the primary field consists of read-only, name-value pairs of important record information, such as Priority: 5 - Planning. Workspace displays up to the first seven, non-null secondary fields. You can highlight these fields and make them appear conditionally. If you do not have the required role, you would not see the associated secondary value. You can set conditions that have to be met for a secondary value to appear, for example, Active=true.

Your job is to set up what appears in the primary and secondary fields for your agents.

Child tables inherit form header configurations from their parent tables. Form header configurations on a child table take precedence over parent table configurations. For example, if the Incident table does not have a form header configuration, the table inherits all form header configurations from its parent, the Task table.

1. Navigate to Forms > Form Headers and click New.
2. On the form, fill in the fields.

   Table 1. Workspace Form Header New Record form

   Field	Description
   Table	Table that is associated with this form header. Whenever an agent selects a record from this table, this form header appears.
   Primary field	Field that appears on the top of the form header and acts like the title of the record. Normally, the field is unique and descriptive, such as short_description. This field helps the agent understand what the record is about.
   Application	Scope of this setting's applicability. Global means that all workspaces can use this setting.
   Ignore Highlight	Toggle to turn off (selected) highlighting in the form header for fields configured to be highlighted.

3. In the Secondary fields related list, click New.
4. On the form, fill in the fields.

   Table 2. Secondary values form

   Field	Description
   Table	Secondary fields that appear in the form header whenever records from this table are open.
   Field	Secondary field's name.
   Active	Toggle to make the secondary fields appear in the form header.
   Order	Arrangement of secondary fields. A lower number means that it is further left in the row of fields.
   Conditions	Filters that can hide the secondary field. For example, the Field value, Closed By appears only if the condition Active is false.
   Roles	Roles that a user must have for the secondary fields to appear. Click the lock icon () and select the roles.

5. Click Submit.
6. To add additional secondary values, click New and fill out the table again.