Here you can create custom fields for tickets that will be available on the ticket page. It is possible to add up to 3 fields of the types text, number and/or date. Custom fields can also be used within lists and filters for example.
To add a new custom field, select one of three types of customfields: Text, Number or Date and time.
Here you can create a name for the custom field and select one of the five requirements for the custom field:
| Option | Explanation |
|---|---|
| Not required | The field is not required (chosen by default) |
| Required when creating | The field is required when agents create tickets |
| Required when solving/closing | The field is required when agents are solving or closing tickets |
| Required when creating and solving/closing | The field is required when agents create/resolve or close tickets |
| Required for status change | The field is required when agents change the status of tickets |
This configures how the custom field are validated on tickets. The choice will only apply when agents create or change tickets and not when tickets are created or changed via self-service, API, email or other sources.
Above is an example of how three configured custom fields can look. The unique identifiers (ID: CF_x) will also be shown after creation.
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