Custom Ticket Fields

Custom Ticket Fields offer the option of storing additional information on the ticket, such as order number, product name, etc. You can also display data from external interfaces using custom fields in the ticket and in ticket views.

Available from the Pro payment planV.

Topics of this article:
Where are newly added custom ticket fields available and selectable?
Add, Edit, Delete Custom Ticket Field
Changes to Drop-down Fields

Where are newly added custom ticket fields available and selectable?

New ticket fields, once activated, are available in the following areas:

• The ticket fields in the ticket form are available for manual ticket creation, i.e. if you click on New Ticket.
• In all tickets (including closed tickets), the ticket fields are added in the right side area under Additional Information. Data inserted using 'Read-only' fields is saved immediately. For all other data, data is only saved in these ticket fields by manually saving the additional information in the corresponding ticket.
• In ticket views, the fields can be displayed by including them in the Display fields of the corresponding views.

Add, Edit, Delete Custom Ticket Field

Go to Management >> Ticket Properties >> Ticket Fields.

Add, Edit Custom Ticket Field

Note: The 'Field ID' and 'Field Type' cannot be edited once the ticket field has been saved.

• Add ticket field: Click on "New Ticket Field".

  Edit existing ticket field: Click in the line of the ticket field to be edited or click on the edit icon ().

• Available Form fields:

  Name: Enter the desired name for the ticket field.
  Description: A description can be added, for example what data should be entered in this field.
  Field-ID: Internal (database relevant) identifier of the field. The field ID must not have more than 64 characters. No spaces are allowed, only lowercase letters, numbers and underscores.
  The field ID is not language dependent, i.e. it cannot be entered in different languages.
  Field Type: The field type limits the type of input that the data field can contain. You can choose between the following types:

  • Text & Number: For entering single-line text and digit sequences.
    • Validation: If you want to allow only 'E-Mail Addresses' or 'Numbers only' as input in the field, you can validate the entered data by selecting the check accordingly.
  • Multiline Text: To capture multiple lines of text.
  • Checkbox: A checkbox field can be activated or deactivated.
  • Date: To be able to select a date from a calendar.
  • Drop-down: To create a drop-down list of options. A drop-down list item consists of a 'value' that is not visible to users and the 'Label of the drop-down item' which refers to the value.
    • Values: Each drop-down item requires a value that is assigned to the item in order to be able to retrieve it later from the database. This means a value is directly linked to the drop-down item entered at the same horizontal level. Individual values are entered by separating them with the 'Return key' ().
    • Label Drop-down Items: Drop-down items are the items visible to users of the drop-down list. Enter here the label of the selection options you want to include in the drop-down list. Separate each drop-down item with the 'Return key' ().

    Note: Since values are the critical components of drop-down lists and changing them directly affects tickets, changes including removal of values should be considered carefully. Read more about this in the following article Changes to Drop-down Fields.

  Required: If the ticket field is defined as a mandatory field, this ticket field must be filled in during manual ticket creation before the ticket form can be saved, i.e. the ticket can be opened.
  Read-only: Activate 'Read-only' if you want to insert data into your helpdesk that should not be changed, for example data from external interfaces.
  Order: With the number entered, you determine the order in which the created ticket field appears in the ticket form and in the Additional Information area in the ticket detail page.
  Active: In order for a ticket field to be available, it must be activated. If you deactivate a ticket field, it will remain in the tickets in which it was used, but it will no longer be available for selection.

• After creating/editing click on Save.

• In case of multiple Language Tabs: 'Name' and 'Description' and, in the case of a drop-down field, 'Label drop-down items' of the custom ticket field must be entered for each language. The contents of the other form fields are only saved once per ticket field.
  For more information on making ticket properties available in multiple languages, click here.

Delete Custom Ticket Field

• Click the delete icon () of the desired ticket field and then click Yes, Delete to confirm the deletion process.

Note: A deleted ticket field and data stored in this field in the ticket can be restored under the following conditions:

• The 'Field ID' and 'Field Type' must match the deleted ticket field.
• In addition, for drop-down fields as field type, the 'Values' and the 'Label drop-down items' must be identical to the deleted ticket field.

Changes to Drop-down Fields

Changes to values and drop-down items are possible, but should be considered carefully, as changes to values in particular affect tickets and can subsequently also affect reports. An overview of possible changes and their effects can be found in the following overview.

Custom Ticket Field e.g. 'Product Name'	Value	Label Drop-down Item	Impact on Tickets
Initial situation	red blue yellow	Product A Product B Product C	The three products A/B/C are visible and selectable for users in the drop-down list. Database side link: 'red' is linked to 'Product A', 'blue' to 'Product B' and 'yellow' to 'Product C'. This means, e.g. when selecting 'Product A' from the drop-down list in a ticket, this drop-down item is saved with the value 'red' in the corresponding ticket.
Change value	black blue yellow	Product A Product B Product C	Changing the value of the drop-down field from "red" to "black" in the ticket field "Product Name" results in an empty ticket field now being displayed in existing tickets where "Product A" was selected and displayed in the ticket field. Reason for this is that 'Product A' is currently associated with the value 'black', but in these existing tickets the value 'red' is stored as reference to 'Product A. Since no reference to the value 'red' is found after changing the value, no item is displayed. Please note: As long as there is no manual reselection of 'Product A' in tickets, the value 'red' will remain saved in these tickets. This means the ticket field will remain empty or if a new/other drop-down item with the value 'red' is saved, this item will appear in the ticket field.
Swap values	black yellow blue	Product A Product B Product C	In tickets with 'Product B' in the ticket field 'Product Name' before swapping the values, the entry 'Product C' appears after swapping the values 'blue' and 'yellow'.
Change drop-down item	black yellow blue	Product A Product B Product XYZ	The label of the drop-down item 'Product C' will be replaced by 'Product XYZ' everywhere after changing the label.
Delete value and drop-down item	black yellow blue	Product A Product B Product XYZ	In the tickets with the selected 'Product XYZ', an empty ticket field will be displayed after deleting the value. As long as no other product is selected in the tickets, the value reference 'blue' will remain in the ticket.
Save deleted value again	black yellow blue	Product A Product B Product New	When the previously deleted value 'blue' is entered again, the 'Product new' will be displayed in the ticket field in tickets in which no other product has been selected after deleting the value and thus the value reference 'blue' is still saved.