KANA Response creates a custom merge field for each custom field. When a user selects a custom merge field for an outgoing message, KANA Response substitutes the data from the corresponding custom field.
The number of custom fields you can create depends on the type of database you are using and the data type of the fields you are creating. The following table outlines the KANA Response limits on custom fields.
Database |
Non-searchable text fields |
Other field types |
SQL Server |
1000 |
1000 |
Oracle |
1000 |
1000 |
DB2 |
1000 (both types combined) |
|
When adding custom fields keep the following in mind:
Adding large numbers of customs fields can degrade the performance of some functions, including reports and the Find feature.
The limits on the number of fields you can create include active and retired fields. Retired fields are fields you have deleted from the Custom Fields window in Content Administration, but which have not been deleted from the database by the database administrator.
Response does not support multiple customer field calls within one ruleset. You cannot execute two set fields, which attempt to change the same customer field within the same ruleset.
Custom fields are not affected by departments. Custom fields exist only at the root level.
You can enable users to edit custom field data in a message in the Partition window in System Administration.
Custom Field Definition Pane
Name: Name of custom field
Description: Description of custom field
Apply To: Indicates the type of custom field. There are three different type of custom field in Response
1. Message
2. Customer
3. User
Encrypt: You can enable encryption for custom fields by checking the encrypt option. Once encryption is turned, it is recommended not turn it off. If needed, create a new custom field with all the same characteristics, but without encryption.
Classify Form Field: In Response KXMF format, custom fields are in key-value format. Indicates whether the value of custom field passed into classify engine
Mask from Logger: Indicates whether the custom fields details can be logged. This is for PCI security
Apply value to same case messages: Indicates the custom field values are carried over to the new incoming messages within same case.
Hidden Field: Indicates whether the field should be hidden from users. Visible for administrators or users with "Show System Types Custom Fields" permission.
Allow editing: Makes field editable if "Message Custom Field" - allow editing is selected in System Admin -> Partition Screen. This applies to completed messages custom fields too. Custom Fields settings in System Admin -> Partition Screen take precedence over Custom Fields Screen in Content Admin so when editing custom fields is disabled in Partition then all custom fields marked as editable in Content Admin become disabled for editing. Fields settings are preserved so when Admin re-enables editing the fields again, fields previously marked as editable become editable again.
Type |
Description |
Text |
Any text that you want to be able to search and that fits in the following limits for each database:
|
Long Text |
Any text you expect to be too long to fit into a Text field. You cannot search this text. The maximum size for this field is 2 GB. |
True/False |
A response to a yes or no question. Also called a Boolean type. |
Date |
Text representing a date in one of the following formats:
|
Integer |
A whole number. |
Decimal |
A number containing a decimal point. |
Option |
A option containing a set of values to be used as dropdown. |
How do I delete a custom field?