Customize how you organize case data by designing custom tab layouts. Define tab sections and group related information together for a more precise and more focused case experience.
Custom tabs are created and managed in Cases settings. Add or remove custom tabs from cases automatically in workflows, controlling when tabs appear in a case to surface the most relevant data at each stage of investigation.
Create custom tabs
Permission incident_write is needed to create and manage custom tabs from the Cases settings page.
Account owners can create and manage custom tabs in the Cases settings page. Tabs are made up of sections, and each section can contain multiple custom field components.
Open Custom tabs: Go to Settings > Cases > Custom tabs.
Create a custom tab: Click on Create new tab to open the tab builder. In the builder, the Tab components list is on the left, the custom tab you are building is in the centre, and the preview display on the right.
Define tab details: Give the tab a name.
Build tab sections:
Give the Untitled section a name.
Drag and drop Tab components from the list to define what data will be included in the section. The tab component list is pre-populated with all custom fields that exist in the workspace. Use the search bar to find a specific custom field.
Create a new custom field by dragging the + Add new custom field to the drop zone. Rename the new field.
Reorder sections using the drag handle. Reorder or move components to another section by dragging the relevant component.
The Preview pane on the right shows how the tab will look inside a case.
Add more sections (optional): Click + Add new section to add additional sections.
Finalize: Click Done to save the custom tab.
The custom tab will now appear in the list on the Settings page.
Manage custom tabs automatically
Add or remove custom tabs from cases, and retrieve tab details using workflow steps.
Add a custom tab to a case
Once a custom tab has been created in the Cases settings page, it can be added to cases.
Add step: Drag and drop the Add custom tab to case step to your canvas.
Configure parameters:
In the Case ID field, enter the case ID or retrieve it from the workflow context.
For Custom tab name, enter the custom tab you want from workflow context or choose from the drop-down.
Remove a custom tab from a case
Add step: Drag and drop the Remove custom tab to case step to your canvas.
Configure parameters:
In the Case ID field, enter the case ID or retrieve it from the workflow context.
For Custom tab name, enter the custom tab you want from workflow context or choose from the drop-down.
Get custom tab details
Retrieve the details of a custom tab’s sections and fields.
Add step: Drag and drop the Get custom tab by name step to your canvas.
Configure parameters: For Custom tab name, enter the name of the desired tab.
Custom tabs in cases
In the Cases page, open a case. Custom tabs appear at the end of the existing tabs list in the expanded case view. If multiple custom tabs are added, they will appear in the case in the order they were added.
If a custom tab contains a custom field that does not exist in a particular case, it won’t appear in the case’s custom tab view.
If a tab is renamed or deleted in Settings, all its existing instances will be removed from cases to which it was previously added.