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title: Setting Custom Fields Based on Users with Rich Ticket Filing
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# Background

Many enterprise organizations have assets or attributes linked to users that they want to appear on the tickets in the ITSM. Some common assets and attributes include:

* **Devices:** IT teams will benefit from knowing what device the user is having an issue with
* **Managers:** IT teams may need to reach out to an employee’s manager to get more insight on a request
* **Requests on Behalf Of:** Some employees will file requests on behalf of other employees

# Recommendation

At Moveworks, we built [Rich Ticket Filing](/docs/setup-rich-ticket-filing) so that you can pass additional user information to your ITSM.

![](https://files.readme.io/60c2994-Untitled_-_2024-06-27T121743.904.png)

We recommend that you…

1. Collect a “User” field in your Rich Ticket Filing configuration ([see instructions](/docs/setup-rich-ticket-filing))
2. Register a ticket workflow to pass your custom user field to the ITSM ([see instructions](/docs/workflows-and-workflows-triggering))
3. Update any additional user attributes using triggers in your ITSM. Most ITSMs have business rules that will allow for additional object lookups.
   1. ServiceNow: [Business Rules](https://developer.servicenow.com/dev.do#!/learn/courses/washingtondc/app_store_learnv2_scripting_washingtondc_scripting_in_servicenow/app_store_learnv2_scripting_washingtondc_server_side_scripting/app_store_learnv2_scripting_washingtondc_business_rules)
   2. Jira: [Automation for Jira](https://www.atlassian.com/software/jira/features/automation)