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            Configure Field Mappings for IT Services

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            Configure Field Mappings for IT Services

            Control how fields are populated and displayed when you create related IT service records.

            Required Editions

            User Permissions Needed
            To configure field mappings: View Setup and Configuration

            Use field mapping to populate values automatically and control which fields are available when creating related IT service records. Map standard and custom fields to autofill data from a source record to a target record for incidents, problems, and change requests. You can also specify additional fields for manual input during record creation. Required fields continue to appear even if you remove mappings, so you can capture required information before saving the record. By default, some mappings are preconfigured, and you can edit existing mappings or add new ones based on your organization's needs.

            1. From Setup, in the Quick box, enter Quick Setup and then select Quick Setup.
            2. On the IT Service Configuration page, click Get Started.
            3. Next to Create Autofill Configuration, click Edit.
            4. On the Autofill Configuration page, next to the mapping you want to configure, click Edit.
            5. To add or update mappings, select corresponding fields from each object.
            6. To include additional fields for manual input, select the fields that users need to complete when creating the related record.
            7. Save your changes.
             
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