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Using Custom Fields

About custom fields

Custom fields are properties which can be added to detail panels, internal creation forms, or customer-facing webforms. Custom fields provide a way to capture or store additional and specialized information. 

Aside from storing or capturing information, custom fields can also be used for:

Custom field data types

Custom fields can be any of the following data types:

Text - Intended for short text typically less than 30 characters.

Number - Intended for numerical values.

Date - Intended for a day, month, year value. Contains a calendar selection component.

Cost - Intended for numerical values with a currency symbol (set per your comp prefs).

Choice - Intended for one selection from a series of custom options. Appears as a dropdown menu.

Tag - Intended for a multi-selection from a series of custom options. Appears as colored bubbles.  

Rich Text - Intended for longer text including formatted text, images, etc. 

You can also apply 'conditions' to fields. Conditions allow you to create some logic of when a field appears. For example if the user selects 'Field A', then 'Field B' will appear. See: Conditional Custom Fields

How custom fields work

Once a custom field is created, you can decide where you want it to appear.

Custom fields can be added to the detail panel of: Tickets, tasks, features, projects, users, customers, timesheets, customer organizations. You can add the field upon creation, or by going to the appropriate item's Administration→ Detail Panel Properties. See also: Detail Panel Properties

Custom fields can be limited to certain projects. The field will be hidden from the project(s) you do not add it to. You can see which project a field appears in from Administration → Custom Fields.

Custom fields can be added to the creation form of tickets/tasks/timesheets. Internal forms are the form(s) used when users create something from the ‘Add’ button. See also: Internal Creation Form.

Custom fields can be added to webforms (the customer-facing form). Add fields to your form from Administration → Webforms. See also: Webforms

Access custom fields settings

Administration → Custom Fields → Expand →  Add and edit custom fields

Here you can view all fields, its type, defaults and the project(s) it appears on.

Edit fields

Click the pencil icon beside the custom field to edit.

You can edit the name, default or where the field appears. You cannot change a custom field's type after it has been created. 

Delete fields

Click the 'trash' icon beside the field to delete it.

Note: Deleting a custom field will remove it from any forms and  delete any information captured in the field.

Create a custom field

Administration → Custom Fields → Expand Add and edit custom fields → Create Custom Field

  • Give the field a name and data type.
  • Select the detail panel you want it to appear. It will not be visible until it has been added to a detail panel. 
  • For choice type fields you will need to define options. (Enter the option name then hit enter, you can then enter the next option name).
  • Set a default for the field (optional).

(Once created you can add the field to internal forms or customer-facing webforms. Go to Admin → Forms. Or, Admin → Webforms)

Automating with custom fields 

Custom fields are flexible for creating custom workflows or routing configurations. Custom fields can be used as a filter, trigger condition, or updated via an automation action. Here are a few examples of popular custom field automation use cases:

Routing/assigning a ticket based on a webform selection

Add your custom field to a webform. When a customer fills in this custom field and submits a ticket, you can automatically take action on this ticket based on what was selected in the custom field. This automation works best with a choice field. There are several actions you can choose for this automation, such as moving the ticket to a certain project, or assigning it to someone.

Above example: Whenever a ticket is created on a webform and 'option 2' was selected, the ticket will be assigned to 'Sample Team'

Updating/moving an item based on a custom field change

Perform an action based on changes made to a custom field. For example, send a message to the team when a field is filled out, or re-assign a task when a field changes.

Above example: When the 'department' field on a task changes to 'marketing', a message will be posted to the task.

Reporting with custom fields

You can add custom field properties to your report templates. A custom field property becomes usable in reports upon adding the field to the items detail panel. For example, you can report on a ticket custom field if that custom field appears on the ticket detail panel. 

Related Articles

About Workflow Automations

Conditional Custom Fields

Item Detail Panel

Internal Creation Forms

Webforms (Request Forms)