Re: How to add a new feild into the Service desk form.
This should be fairly simple.
Open the Administrator Console (Tools --> System). Navigate to Presentation --> Forms. Select the required item, the form of which needs to be customized. Open the default form (double click on the form name in the list). This will open the form as well as the available attributes dialog (another small window). Select the attribute you want to add to the form, in the attribute list. Drag and drop it on the lcoation where you want it to be displayed, on the form. Save and close the form.