Use custom fields to capture and organize additional case information specific to the team's requirements. Custom fields support various data types for accurate categorization and thorough case analysis.

Use the Add a custom field to a case step, selecting from types like short text, number, boolean, or list single select for tailored data capture.

Use the Set custom fields values and Remove custom field from a case steps to update or remove custom fields as needed to keep case data relevant and up-to-date. The Set custom fields values step allows you to update up to 40 custom fields at once.

Use the Retrieve custom field keys, Retrieve custom field values by key, and List custom fields of a case steps to extract custom field keys or specific values across the workspace for comprehensive case insights

Use the Custom field updated workflow trigger to run a workflow whenever a custom field is added or modified.

Add embedded mentions directly to case descriptions for high visibility. Use [mention://custom_field/<field_name>] in the Description field in the following workflow steps:

Learn how to manually embed custom fields in case descriptions here.

Use the list single select type for a Tier field to classify cases by the required analyst group: tier1, tier2, tier3.

Track related tickets across teams by specifying external ticket IDs in custom fields, ensuring coordinated case resolution efforts.

Employ custom fields for sub-categorizing cases within broader categories, such as IAM scenarios, to gather detailed data for analysis and reporting.