Custom Fields – Input Masks

Input masks are defined patterns that determine the format of information that can be typed in a text field.

Input masks are useful for preventing data entry errors when a text field has a specific input format that must be followed (for example, a phone number that must include parentheses and a hyphen, or an email that must include a @ and a ‘.’).

To define a mask pattern, two characters are required to represent one character or digit in a masked text field:

  • The first character does not display in the masked text field, but acts as a rule to define the acceptable input format.
  • The second character displays in the masked text field and acts as an input hint for staff members and customers.

The following table describes the first and second characters that define mask patterns:


In a masked text field, the # symbol signifies a numeric character and the @ symbol signifies an alphabetic or non-numeric character. Formatting characters, such as spaces, hyphens, and parentheses, are static so staff members and customers cannot replace them with other characters


Important Note: When the field is added to the workspace, the mask will appear to help the used fulfil the value. It will not let the user input numbers when letters are required or vice versa. The formatting characters will be fixed and cannot be removed, and the upper/lower case letters are entered even if the user does not ise caps lock or shift keys.


When the field is exposed to the Customer Portal, the mask will appear below the field as an expected input.


If you don’t want the mask to appear in the Customer Portal, you just have to edit the page and change the PHP code as follows:

<rn:widget path=”input/CustomAllInput” table=”incidents” always_show_mask=”false”/>


8 thoughts on “Custom Fields – Input Masks

    1. Hi Alvaro,

      Can you please specify? What do you mean by unique custom field? One where you cannot have two records with the same value? I think that happens only with the ID and email address in RN. If the case is a field in a custom object, you can choose the type “number” and set the dynamic value for “next”.

    2. Hi Alvaro,

      Apologies but what I said for the custom object fields is also not right because when editing an existing record, the dynamic default value is incremented again if another field is edited and the record is saved. So it would not fit you purpose as well.

  1. Hi,

    how you said, it´s one custom field that cannot have two records with the same value. I need this custom field in the Organizations table, but it have to be a different field from orgs_ID. Is it possible?

    Best Regards,

    1. Hi Alvaro,

      But what is the purpose of this custom field? What kind of data do you want to have in that field? If it is just like an ID, but different from the org Id, an option is to create a new custom field and a script (using the javascript API) that would merge a pre-defined value (or another field in the record) with the org Id. And then you make this new custom field read-only in the workspace.

    1. Ok Alvaro, now I understand.

      But I assume this CNPJ id number is going to be generated by another system, correct?

      And then it will be imported into RightNow and stored in the Organisation’s custom field, correct?

      If this is the case, it would make sense for it not to be editable by the user in RightNow, and therefore be read-only, correct?

      If it is going to be generated in another system and imported into RightNow, the responsibility of making it unique will remains in the other system.

      If otherwise, you need to generate this id number in RightNow, first you need to know which format will it have, and then think about how you are going to implement it.

  2. Each organization should have a unique and exclusive CNPJ.

    I’m thinking about it yet, I have not decided anything. It was my first idea for now.

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