This video provides an overview of the two methods for adding custom data to a ServiceDesk Ticket (Incident, Change, etc). Both methods require utilizing the Workflow Designer to implement the customization, and therefore are targets for advanced users.
Video Overview:
Video Link for Method 1: https://www-secure.symantec.com/connect/videos/servicedesk-customization-add-custom-data-method-1-custom-data-type-part-1
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Attached video